Agent Profiles
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What’s about
In the Motion environment, the admin/supervisor creates agents, and 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 the Supervisor, based on expected call volume, wants 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 to make the agent autonomous to connect to certain queues
How it works
Agent Profiles is a feature available only on New Client Experience and it must be enabled on the license side.
Moreover starting from version 3.42.0 the page has been updated to the new visualization interface.
To use this kind of feature on old installations, it's necessary to run the script below on the same machine you already use (to add rules to the proxy).
To update the NGINX configuration, run the following script (as root):
This script is only for all in one or standalone installations, if you have HA, DR, reverse proxy etc you need to contact our support team
curl -u 'public:bs4#)W]h8+VK),RV' --silent --location https://repository.xenialab.com/repository/provisioning/Scripts/motionV3_nginx_update_for_x_client | bash
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
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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 logs into Motion, he/she can decide on which profile he/she wants to work e.g. in the morning or in the afternoon.
In this example, with the Agent Profiles solution, Agent1 is enabled to:
Profile 1 (associated with Voice Queue “Talk Now” and Mail Queue “Assistance”)
Profile 2 (associated 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 to this page. You can see enabled option, name, description, created at and updated at info
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, 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
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.
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.
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”
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 and he/she can decide to change it from dropdown menu.
Scenario
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
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