An agent profile gives many agents the same functions, modules and permissions at once. It is a group of agents with a calendar: each entry in the calendar carries a complete profile, and this profile applies to all members while the entry is running and the profile is active. This lets you, for example, grant different permissions in the late shift than during the day.
You find the agent profiles under Group definitions › Agent profiles; you need the Agent profile configuration permission for this.
Creating an agent profile
- Right-click in the list and choose Add.
- On the General tab, enter a Name and, if needed, a Description, and turn on Active. New profiles are not active.
- On the Schedule tab, specify when the profile applies: right-click in the calendar, then choose New entry or New recurring entry. In the entry’s window, set the time and recurrence on the Appointment tab and the profile itself on the Agent profiles tab — see Profile settings. Apply the entry with OK.
- On the Agents tab, drag the agents from All agents to Agents in group.
- Click Save.
Click Save after every change, even if you only moved members: the dialog does not ask about it when you close it.
The calendar
The calendar’s context menu offers New entry, New recurring entry, Edit entry, Edit series and Delete entry. A new entry starts with the defaults of a new profile; adjust the profile before you apply the entry. If two entries of the same profile overlap, the one that started later applies.
Changes in the calendar are only saved by Save in the profile’s dialog.
The list
The list shows Name, Active, Calendar open — whether an entry is currently running — and Description. The Userprofile group header counts the profiles that are active and currently apply.
If you delete a profile, its members lose their membership; whatever remains without this profile applies to them immediately.
When an agent belongs to several profiles
An agent can be a member of several agent profiles. If several are running at the same time, the server combines them:
| Setting | What applies |
|---|---|
| Switches on the Features, Permissions and Module visibility tabs | on as soon as one of the profiles turns the switch on |
| Whether the agent may change something themselves, for example Force feed changes | the agent’s own setting in the Agent as soon as one of the profiles allows it; otherwise the profiles’ default |
| Parallel handling | the smallest value in each row |
| License Profile | the highest: Supervisor before Omnichannel before Voice |
| Homepages and Skill visibility | everything that any of the profiles provides |
| Hotkeys | only commands that all profiles assign a key to |
If none of their profiles is running, the agent’s own profile from their dialog applies. Show effective permissions in that dialog shows which profile an agent currently has.