Platform Settings is the one screen where an administrator configures SESTEK AgenticCX for the whole organization. Sign in options, password rules, connections to other services, history import, phone numbers, the building blocks of your team, queues, and the time zone and formats all live here. This page is the starting point: it explains how the screen is laid out, what each area does, who can open what, and in which order to set a new tenant up.
Open it from Administration, then Settings in the left menu.
Watch the walkthrough
Find the article you need
| I want to | Read |
|---|---|
| Connect Conversational Analytics, the AI agent service or the call recorder | Settings (Integration) |
| Set the time zone, date, time, phone and number formats, the language and the holiday calendar | Localization |
| Load past conversation data into the dashboard | Data Import |
| Understand the bell and the list of finished background jobs | Notifications |
| Define segments, statuses, skills, wrap-up codes and decline reasons | Work Environment |
| Create queues and assign agents to them | Queues |
| Add the numbers customers call and the numbers you call from | DID Routing |
| Give a role access to a Settings area | Roles and Permissions |
The Settings screen
The page is titled Settings. Down the left side is the list of areas:
Account, Chat, Identity management, Integration, Data Import, Phone Numbers, Work Environment, Queues and Localization.
Select an area and its content opens on the right. Most areas show a row of tabs at the top of that content. The page opens on Account. Each tab has its own Save button, so a change on one tab never saves another one.
The areas you see depend on your role. If one is missing, ask your administrator to review your permissions (see below).
What each area does
| Area | Tabs or content | What it is for |
|---|---|---|
| Account | General, Two Factor, Idle session timeout | Sign in options such as self registration, two factor behaviour and the idle session timeout |
| Chat | Two lists, no tabs | Allow users to delete messages and Allow users to delete conversations, two drop-down lists, both showing Enabled on the lab tenant |
| Identity management | Password policy, Lockout, Identity verification, User profile, Sessions | Password strength and renewal, lockout, and session rules for your users |
| Integration | Conversational Analytics, AI Agent, Call Recording | Connections to the services SESTEK AgenticCX depends on |
| Data Import | One card per source | Synchronizing historical conversation data |
| Phone Numbers | Inbound Numbers, Outbound Numbers | The telephone numbers your tenant uses |
| Work Environment | Segments, Statuses, Skills, Wrap-up Codes, Decline Reasons | The building blocks of your contact center team |
| Queues | Queue Management | Queues with their routing, agents, wrap-up codes and decline reasons |
| Localization | Date & Number Formats, Language, Holidays | Time zone, formats, language and the public holiday calendar |
Account and Identity management
Account and Identity management are about who can sign in and how. Under Identity management, the Password policy tab holds the password strength settings (required length, unique characters, non-alphanumeric, lower case, upper case and digit) and the password renewing settings.
Integration
Here you give SESTEK AgenticCX the addresses and client details of Conversational Analytics and of the AI agent service, and you decide whether call audio is streamed to the call recorder. Client secrets are write only: the page never shows a stored secret. The full field list, Test Connection and the validation messages are in Settings (Integration).
Data Import
Data Import fills the dashboard with history. It has one card for Conversational Analytics (conversations handled by human agents) and, below it, one for the AI Agent. Each card has its own status, progress and Start Import button. Details are in Data Import.
Work Environment
Work Environment has five tabs: Segments, Statuses, Skills, Wrap-up Codes and Decline Reasons. The page opens on Segments when you can manage segments, and on Statuses otherwise. The overview, with a link to an article for each tab, is Work Environment.
Queues
Queue Management shows how many queues you have in total and how many are active or inactive. Each queue card lists its routing, priority, call priority, agents, maximum response, SLA target, wrap-up codes and decline reasons. New Queue creates a queue and the search box finds one by name. See Queues.
Phone Numbers
The Phone Numbers area is titled Configure inbound and outbound phone numbers for your telephony system. Inbound Numbers lists each number with its provider, routing, IVR instance or extension and status, and has Add Inbound Number at the top. Outbound Numbers is the second tab. See DID Routing.
Localization
Time Zone is the first field. SESTEK AgenticCX uses it whenever it has to decide what "today" or "9 o'clock" means, for example in campaign calling windows and in dashboard figures that are grouped by day. Date, time, phone and number formats change presentation only. See Localization.
Notifications
Notifications is not an area of Settings, but it belongs to the same setup picture. The bell in the right-hand toolbar opens the Notifications page, where SESTEK AgenticCX tells you that a background job, such as a contact import, has finished. When there is nothing to show, the list says No notifications. Details are in Notifications.
Who can use what
Permissions are granted to a role under Administration, Identity management, Roles, in the Setting management group. These are the permissions that the area articles describe:
| Area | Permission | What it gives you |
|---|---|---|
| Data Import | View Data Import | The Data Import tab and its Start Import and Stop Import actions |
| Localization | Manage Localization Settings | The Date & Number Formats and Language tabs |
| Localization | View Holiday Calendar, Manage Holiday Calendar | See the Holidays tab, and change the calendar |
| Work Environment | Manage Work Environment Settings | The Work Environment page and the Statuses tab |
| Work Environment | Manage Segment Settings, Manage Wrap-up Codes, Manage Decline Reasons | The Segments, Wrap-up Codes and Decline Reasons tabs |
| Queues, Work Environment | Agent Management | The Queues area and the Skills tab |
| Phone Numbers | View DID Routing | The Phone Numbers area, including adding, changing and removing numbers |
The Notifications page needs no permission, and each user sees only their own notifications. Work Environment, Queues and Phone Numbers are for tenant users and are not shown to host level users.
A sensible order to set things up
- Localization. Choose the time zone first, then the date, time, phone and number formats and the language. Do this before you build campaign calling windows, so that they are read in the right local time. Add your public holidays.
- Integration. Connect Conversational Analytics and the AI agent service, then use Test Connection on each tab after saving. Switch call recording streaming on only when your organization has the consent it needs.
- Work Environment items. Review the predefined statuses and add your own, add wrap-up codes and decline reasons, add skills, and add segments when you start organizing contacts.
- Queues and Phone Numbers. Create queues, assign agents, wrap-up codes and decline reasons, then add the numbers.
- Data Import, once the integrations are connected, if you want history in the dashboard.
Good to know
- Settings apply to the whole tenant. Everyone in your organization sees the same time zone, formats and language.
- Each tab saves on its own Save button. Nothing is applied until you select it.
- The tabs you see depend on your role. Use the table above to find which permission opens which area.
- The time zone decides how days are calculated. Choose it before anything that depends on local time.