The Engagement Portal often allows you to change parts of the page you are on. You can use the Night Vision settings to do this. Many of the Night Vision settings also enable or disable features of Live Assist for Dynamics 365 (LAD365). They can also change settings for your organization. In the case of the Agent Workspace, some of the changes you can make also affect the Agent Widget in Dynamics.
This article explains both how to access these settings, and which of them are honored by (or affect) the Agent Widget.
How to access the Night Vision settings from the Agent Workspace
When you have the Agent Workspace open, look for the Night Vision icon. It is located in the top right corner of the Engagement Portal. In most cases it is the third icon from the right.
When you click on the Night Vision icon, the Night Vision settings open. You will see many small popups above various parts of the page. These allow you to change the page element they point at or a related setting. As you can tell by reading the text of the popups, some of them turn major features of LAD365 on and off!
Settings Honored by the Agent Widget
Some of the changes you can make here in the Night Vision settings on the Agent Workspace also affect the Agent Widget. These are indicated with a checkmark in the table below. The other settings, indicated by a red X, do not affect the Agent Widget. Those settings only change how the Agent Workspace works.
Night Vision Settings on the Agent Workspace |
Applies to the Agent Widget? |
|
Close inactive conversations after X time
|
✓ |
| Response time status ℹ See note #1 |
❌ |
|
Agent state ℹ See note #2
|
❌ |
| Queue options (Automatic Conversation Distribution) |
✓ |
|
Co-browse ℹ See note #3
|
❌ |
|
File sharing ℹ See note #4
|
✓ |
Notes:
-
Response time status: This does not affect the Agent Widget. Instead, conversations are marked as "unresponded" in the Agent Widget. The listed time indicates the time since the last message.
-
Agent state: This does not affect the Agent Widget. The only states available to agents in the Agent Widget are online and away. Agents will generally be marked as online after login.
-
Co-browse: This does not affect the Agent Widget. LAD365 uses a different co-browse mechanism, not the one controlled by this setting in the Engagement Portal.
-
File sharing: This setting is honored by the Agent Widget. It will enable or disable the file sharing button and feature in the Agent Widget.