Agent Profiles
XCALLY Section | Staff → Agent Profiles |
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Overview
In the XCALLY Motion environment, administrators or supervisors create Agents and Queues across various channels (Voice, Chat, Email, etc.), and assign agents to these queues.
While agents can belong to multiple queues, by default, they are automatically registered to all associated queues at login based on their skills. To optimize queue distribution (e.g., assign different queues in the morning vs. afternoon), XCALLY Motion provides two options:
Manual Assignment: Supervisors/Admins manually log agents in/out of specific queues via the Realtime section.
Agent Profiles: A feature allowing agents to autonomously select specific queue groupings (profiles) at login.
How Agent Profiles Work
The Agent Profiles feature is available only in the New Client Experience.
Starting from version 3.42.0, Agent Profiles use the updated visualization interface
If your server was installed before July 27, 2023, run the following script to update the NGINX configuration (standalone or all-in-one installations only - 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.xcally.com/repository/provisioning/Scripts/motionV3_nginx_update_for_x_client | bash
To avoid issues, we recommend launching the script while agents and users are not logged in to the system. Consider that, by running the script, 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.
NGINX Best Practice Our configuration files should not be modified, so if you need to customise the nginx conf file, it is strongly recommended to not modify our file, but create a copy and customise your own. We overwrite the configuration file each time we update it. For example when a script is launched, the nginx file is modified. In any case the script saves a backup copy of modified nginx and highlighted on the screen the differences between versions when the script is run. |
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Video Tutorial
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With Agent Profiles enabled, agents can be associated with one or more profiles, each linking them to a specific set of queues. At login, agents can choose which profile to activate (e.g., morning or afternoon shifts).
Example Scenario:
Agent1 is associated with:
Profile 1 (Voice Queue “Talk Now” and Mail Queue “Assistance”)
Profile 2 (Voice Queue “Tech Hour” and Chat Queue “Medical”)
Personal Profile (default - linked to one or more queues and always available): Chat Queue "Support"
Agents always inherit access to queues linked to their Personal Profile, in addition to those in their selected profile. Tthis default profile is often associated with support or emergency queues for which the agent must always be available.
Configuration
On the admin sidebar, go to Staff → Agent Profiles.
Here you can view the list of Agent Profiles with enabled/disabled status, name, description, creation and update timestamps
You can create a new profile, by clicking on Add and inserting a name and a description (optional).
You can enable the profile using the toggle and click on Save.
Click the three-dot menu next to a profile to:
edit it
associate agents
associate queues of different channels
delete it
By editing the profile, you can enable/disable the profile, update the name and description and assign Agents or Queues (by channels icon)
By choosing Associate Agents, you can select agents from the modal window to link them to the profile
While by clicking on Queues, you can assign queues by channel (Voice, Chat, Email, etc.). Only for voice queues, you can specify a penalty value (lower penalty = higher priority for incoming interactions).
Discover in the video tutorial how you can easily associate Queues to Agent Profiles, by updating also additional parameters as penalty
If an agent is currently using a profile and it is disabled, a warning popup alerts admin/user about that. So admin can decide to proceed or not
If an agent is currently using a profile and it is disabled, they remain logged in, but cannot select it again after logout. Otherwise if an agent is not using the profile when it is disabled, it becomes unavailable immediately.
If any agents are using a profile, admins cannot delete it; a warning message will appear
Scenario
Admin choose to associate Sales and Support queues to profileid1.
If he decides to remove and re-add the specific queue Support, the queue may be reclassified under the Personal Profile (not as part of agent profile anymore).
User Permission
Visibility and access to the Agent Profiles section depend on user profile permissions.
To configure, go to Staff → User Profiles, select the desired User Profile and under Staff permissions, enable Agent Profiles access with View, Read, Edit, or Delete privileges.
Agent experience
At login, agents see a dropdown menu with all associated profiles, including their default Personal Profile.
By considering the example above:
→ If Agent selects Personal Profile → access only to "Support" (Chat Queue)
→ If Agent selects Profile 1 → access to "Talk Now" (Voice), "Assistance" (Mail), and "Support" (from Personal)
Agents can independently switch profiles while logged in via their user menu → Change Profile.
Current profile is always visible in the UI and he/she can decide to change it from dropdown menu.
Statistics
Agent profile usage is tracked in the report_member table. On login with a profile, data3 and data4 fields are populated (on login with Personal Profile, these fields are NULL)
On profile switch, a new report_member record is created, and the exitAt field of the previous entry is updated.