Basically on Motion environment, admin/supervisor creates agents, queues for the different channels (voice, chat, mail…) and he associates 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 Agent Profiles feature in order to make the agent autonomous to connect to certain queues
Agent Profiles
| Note |
|---|
Agent Profiles is a feature available only on New Client Experience and it must be enabled on license side.
This script has to be launched for all releases prior to 3.22.0 and Thursday, July 27, 2023 |
With Agent Profiles 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 he/she wants to work e.g. in the morning or in the afternoon.
In this example, with Agent Profiles 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 → Agent Profiles section you will be redirected on the new interface
You can create a new profile, by inserting name and description (optional) and click on Save:
By editing the profile, you can decide to enable/disable it and 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
Moreover on Voice queues it’s possible to set a queue penalty (minor penalty value means higher priority in receiving interactions).
-20230919-083014.jpg?version=1&modificationDate=1695112235746&cacheVersion=1&api=v2&width=510)
| Info |
|---|
If admin/user with edit permission wants to disable an agent profile and some agents are logged in with this one, a warning popup alerts about that (with information about number of users logged in). So admin can decide to proceed or not |
At the same time, if an agent is logged in with an other profile, he/she will not be able to choose disabled profiles.
Otherwise if the agent is logged with a profile and admin/user decides to disabled it, agent is not logged out, but when he/she logs out himself, then he/she will not be able to choose the profile anymore.
| Info |
|---|
If admin wants to remove an agent profile and some agents are logged in with this one, a warning popup alerts that he can not do that, because someone is using that profile |
User Permission
As admin, it’s possible to enable/disable the view permission of Agent Profiles on User Profile section. So a user can see Agent Profiles section on own menu only if he has relative permission.
From Staff → User Profiles, admin can select Staff permissions and enable Agent Profiles, by giving to the selected user permissions to view, read, edit or delete the section.
Agent view
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.
-20230831-122940.jpg?version=1&modificationDate=1693484990246&cacheVersion=1&api=v2)
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”Note
Moreover if an agent is already logged in a specific profile, he/she can change it directly from a dropdown menu, staying logged, by clicking on own profile → Change profile.
Agent can see in every moment on which profile he/she is logged and he/she can decide to change it from dropdown menu.
Scenario
-20230907-132631.png?version=1&modificationDate=1694093577990&cacheVersion=1&api=v2&width=680)
Admin can see that Sales and Support queues are related to profileid1.
If he uses this mode to add agents to voice queue and he removes one of these queues (for example Support) and he saves the option, by adding Support queue again, it will be related to personal profile
