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📋 What’s about
In the Motion environment, the admin/supervisor create creates agents, and queues for the different channels (voice, chat, mail…) and he associate 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 the Supervisor, based on expected calls call 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 Agent Profiles 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
💡 How it works
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Agent Profiles is a feature available only on New Client Experience and it must be enabled on the license side.
This script must be launched if you installed the server before Thursday, July 27, 2023. To avoid issues, we recommend launching the script while agents and users are not logged in to the system and consider that, by running it, a new NGINX configuration file will be installed while the old client configuration file will be saved as a backup at the path indicated in the script. Any custom changes made by the user will not be automatically carried over. |
🎬 Video Tutorial
With the Agent Profiles solution, you can associate an agent to one or more Profiles (related to one or more queues). In this way when the agent logins logs into Motion, he/she is able to can decide on which profile he/she wants to work e.g. in the morning or in the afternoon.
In this example, with Multiprofile the Agent Profiles solution, Agent1 is enabled to:
Profile 1 (associated to with Voice Queue “Talk Now” and Mail Queue “Assistance”)
Profile 2 (associated to with Voice Queue “Tech Hour” and Chat Queue “Medical”)
Moreover, it’s always available a default Personal profile,
which can be linked to 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 the Personal profile (this default profile is often associated with support or emergency queues for which the agent must always be available).
⚙️ Configuration
On the admin sidebar, when you click on the Staff → Agent Profiles section you will be redirected on the new interface
to this page
You can create a new profile, by clicking on Add and inserting a name and a description (optional). Morever you can define if you want to enable the profile and click on Save:
By clicking on 3 dots button of the created agent profiles, you can quickly make some actions, editing the profile or associating from here agents or queues of the different channels
By editing the 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
It’s possible to add agents also on Agents section by clicking on “Add Profiles”
The possibility to use multiprofile at login is to be enabled in permissions:
on Agent profile → Permissions you can activate the option for the single agent
on Settings → General you can enable globally the multiprofile at login for all agents (deactivating the option on specific agents profile if necessary)
you can decide to enable/disable it, change name and associate Agents or Queues directly with the different icons
By choosing Associate Agents, you can select from the modal agents that you want to associate with the profile
While by clicking on Queues of different channels, you can select queues to associate.
Moreover, only for voice queues, for each queue you can also insert a penalty (a minor penalty value means higher priority in receiving interactions).
Discover how you can easily associate Queues to Agent Profiles, by updating also additional parameters as penalty
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If the 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. So admin can decide to proceed or not |
At the same time, if an agent is logged in with another profile, he/she will not be able to choose disabled profiles.
Otherwise, if the agent is logged in with a profile and the admin/user decides to disable it, the agent is not logged out, but when he/she logs out himself, then he/she will not be able to choose the profile anymore.
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If the admin wants to remove an agent profile and some agents are logged in with this one, a warning popup alerts them that he can not do that because someone is using that profile |
User Permission
As an admin, it’s possible to enable/disable the view permission of Agent Profiles on the User Profile section. So a user can see the Agent Profiles section on their own menu only if he has relative permission.
From Staff → User Profiles, the 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.
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By considering the example above:
→ if the agent logins with a Personal profile, he/she can manage Chat Queue “Support”
→ if the agent logins with Profile 1, he/she can manage Voice Queue “Talk Now” and Mail Queue “Assistance” + Chat Queue “Support”
-20230802-093329.png?version=1&modificationDate=1690968826016&cacheVersion=1&api=v2)
Moreover, if an agent is already logged in to a specific profile, he/she can change it directly from a dropdown menu, staying logged, in by clicking on own profile → Change profile.
Agent can see in every moment
on which profile he/she is logged
Timings
If supervisor forecasts that more calls will be received on a certain day/time on a specific queue, it is possible to create a timing:
• to force the agent to switch to another profile at a certain time
In this example if more calls are expected on 25th November from 11am to 4pm on Profile2, it’s possible to create a timing with this day/time indication to force agent to switch from Profile1 to Profile2 on a specific time (11am, instead of 1pm)
• to force the agent to remain on a specific Profile, setting on standby a certain queue for that agent, because of more expected calls on the other queue. 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.
and he/she can decide to change it from dropdown menu.
Scenario
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Admin can see that Sales and Support queues are related to profileid1.
If he uses this mode to add agents to the voice queue and he removes one of these queues (for example Support) and he saves the option, by adding the Support queue again, it will be related to a personal profile
🔢 Statistics
If you want to view statistics about the agent profile you can analyse report_member table.
In fact upon login, if profile data are present, they are saved in this table in the data3 and data4 fields (and this information is saved on all channels). If instead the agent uses the personal profile, in those fields you can see NULL values
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Upon profile change, the exitAt fields of existing reports are edited, and new records are created in report_member, similar to those created at login, with the new profile data