Basically on Motion environment, admin/supervisor create agents, queues for the different channels (voice, chat, mail…) and he associate agents to queues.
So agents can manage multiple queues but at login they are registered on all queues for which they have relative skills. If Supervisor, based on expected calls volume, wants that an agent logins to certain queues e.g. in the morning and others in the afternoon, he can use Motion in 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
Multiprofile
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This feature is available only on New Client Experience |
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.
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).
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, on info section you can add agents
Then you can add queues of different channels. If you have made unsaved changes, a * is visible in the edited sections
After profile configuration, agents will see at login a popup with a drop-down menu with the list of profiles to which they are enabled + default personal profile.
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By considering the example above:
→ if agent logins with Personal profile, he/she can manage Chat Queue “Support”
→ if agent logins with Profile 1, he/she can manage Voice Queue “Talk Now” and Mail Queue “Assistance” + Chat Queue “Support”
METTERE SCREEN
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Moreover if an agent is already logged in a specific profile, he/she can change it directly from a dropdown menu, staying logged.
Agent can see in every moment directly from the interface on which profile he/she is logged.
METTERE SCREEN
clicare su change profile e vedi quello corrente che puoi modificare, clicking on Change Profile (where you can see current profile and change it)