Basically on Motion environment, you admin/supervisor create agents, queues for the different channels (voice queues and the association queue/agent.
The agent , chat, mail…) and he associate agents to queues.
So agents can manage multiple services and queues but at login he/she is they are registered on services all queues for which it has they have relative skills (with related channels).Agent can manage different services and if . If Supervisor, based on expected calls volume, wants that he/she an agent logins to certain services queues e.g. in the morning and others in the afternoon, he can use Motion in a different way (when Agent1 logins into Motion, he/she should manage all services to which it is associated).
It’s possible to:
apply a workaround for which you can create 2 different operators for the same agent (Agent1A and Agent1B) so he/she can logins as one of the two agents
different ways:
he can handle queues manually, by adding online agents to a specific queue by Realtime section (this operation is possible only with Supervisor/admin action)
he can configure Multiprofile feature in order to make the agent autonomous to connect to certain queues
he can set a Timing to force the agent to switch to another profile or to be available on a specific queue at a specific days and times
Multiprofile
With Multiprofile solution, you can associate an agent to one or more Profiles (related to one or more queues). In this way when agent logins into Motion, he/she is able to decide on which profile work e.g. in the morning or in the afternoon.
When logging in, the agent will see
In this example, with Multiprofile solution, Agent1 is enabled to:
Profile 1 (associated to Voice Queue “Talk Now” and Mail Queue “Assistance”)
Profile 2 (associated to Voice Queue “Tech Hour” and Chat Queue “Medical”)
Moreover it’s always available a default Personal profile, on which can be linked one or more queues (in this example Chat Queue “Support”).
If an agent uses a specific profile, he/she always inherits also queues for which he/she is enabled on Personal profile (this default profile is often associated with support or emergency queues for which agent must always be available).
After profile configuration, agents will see at login a drop-down menu with the list of profiles to which he is enabled + the default personal profile (if logged into Profile1, the agent also inherits the queues/channels for which he/she is enabled by + default in personal profile.
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Scenario
Personal profile: enabled on Support (voice-chat)
Profile 1: enabled on Service Technology (voice-chat-sms-whatsapp) and Medical (voice-chat)
→ if agent logins with Personal profile, he/she can manage Support (voice-chat) Chat Queue “Support”
→ if agent logins with Profile 1, he/she can manage Service Technology (voice-chat-sms-whatsapp) and Medical (voice-chat) + Support (voice-chat)
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If Voice Queue “Talk Now” and Mail Queue “Assistance” + Chat Queue “Support”
Moreover if an agent is already logged in in a specific profile, he/she can change it directly from a dropdown menu, staying logged in.
Agent can see in every moment directly from the interface on which profile he/she is logged.
Multiprofile feature is available for admin/supervisor configuration on the new experience - client interface. On (Nothing changes for agents in terms of visualisation)
So on admin sidebar, when you click on
Staff → Profiles section you will be redirected on the new interface
You can create a new profile, by inserting name and description (optional):
By editing profile, you can add queues of different channels
AGGIUNGERE SCREEN GIULIA
Timings
If supervisor forecasts that more calls will be received on a certain day/time on a specific servicequeue, it is possible to create a timing:
• to force the agent to switch to another profile at a certain time
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In this example if more calls are expected on 25th November from 11am to 5pm 4pm on Profile2, you can it’s possible to create a timing with this day/time indication to force agent to pass switch from Profile1 to Profile2 directly from on a specific time (11am, instead of 2pm1pm)
• to force the agent to remain on a specific Profile (where e.g. Service1 and Service2 are associated), setting on standby a certain queue for that agent, because of more expected calls on the other queue of a specific service (e.g. Service2, temporarily removing the association with those queues) to work only on Service1
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In this way, from Profile 1, queues on Service2 on Profile1 will be removed temporarily on a specific day and all calls are passed on Service1. The day after, if this planning is no longer necessary, when the agent connects, he/she will see both services.
With timing, you can schedule specific days and times on which to place agents on the different services/profiles. From profiles section you
.
In this case the association of the queue will be removed temporarily for that agent, which will be available to answer only on the set queue for the time considered.
In this example Agent1 is associated on Profile1 to Voice Queue “Talk Now” and Mail Queue “Assistance”. If more calls are expected on Voice Queue “Talk Now” on 4th September in the morning, it’s possible to create a timing with this day/time indication to force agent to be available only for Voice Queue “Talk Now” on that specific time. Mail Queue “Assistance” will be set on standby for that agent until the end of timing created.
Admin from profiles section can choose which queues set on stand by
for the duration of the timing.