Management of agent language settings can be undertaken by the agent, who will control them in the widget and apply any changes, or it can be restricted to admins who will control them in the Admin Settings page.
Language vs Spoken language
These settings will determine whether a translation is fired and the language pair of the translation request. Language settings are managed at an individual level and only affect the user.
While the customer language will vary from ticket to ticket, the Language setting will determine the language that the agent is assumed to understand and write in (typically English). Spoken languages, on the other hand, are the ones the agent is presumed to understand and forego the need for translations. If the ticket language matches any of these, the ticket will not see Unbabel initialize while that agent is the only one viewing it. Similarly, if the agent tries to use Unbabel by typing #unbabel in an internal note in a ticket that has been previously initialized, but set to one of the spoken languages, the translation will not be requested.
Managing language settings in the widget
Each agent has access to his own language settings through the widget. The agent may click the cogwheel icon at the top left corner to open the settings menu. There, the preferred language can be selected from a drop-down menu (only one language allowed) and the spoken languages can be added to the list by clicking them one at a time from the drop-down menu.
Changes can be discarded at any time by clicking the Reset button. Similarly, they must be saved by clicking the respective button. To exit the menu, click the close icon at the top right corner of the widget.
Should you wish to enable/disable the ability for agents to control the settings, and limit it to admins, reach out to Unbabel so we can make the change for you.
Managing language settings in the Settings page
Management of language settings is accomplished at the Portal Settings page. The page is hosted in the Integrations section inside the Customer Portal and is accessible provided that control of agents settings is enabled by your role.
Look for the Agents list located located in the Agents section of the page. You can use search by email to find specific agents, typing their email addresses. Matching results will appear, even if the agents were listed in a different page.
This will display all agents that are or have been authorized, along with their spoken and writing languages. If you click the agents' email you can make any changes to the language setup.
Edit any languages as needed and save your changes.
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