Agents and profiles · Manual myContactCenter

Three things determine what an agent handles and what they may do:

Qualifications — one level per skill and type of conversation, plus one level per language. They determine which conversations the agent receives. You create the levels themselves under Qualification levels.
The agent profile — which functions, modules and permissions the agent has in the Agent program and how many conversations they handle at the same time.
Activities — which breaks and other activities the agents can choose, see Activities.

Own values and groups

You set qualifications and the profile for each agent individually in their dialog — see Editing an agent. For many agents at once, and depending on the day and time, there are groups:

Skill groups and Language groups specify qualifications, see Skill groups and language groups.
Agent profiles specify the profile, see Agent profiles.

Each group has a calendar. Its values only apply while the group is active and one of its calendar entries is running. The server determines what then applies to an agent as follows:

How an agent's effective values come about

While a group is running, the agent's own values are suspended. This applies to all skills, including those set to “-” in the group: an agent in a running skill group only handles what the groups specify.
Several groups: For each skill, channel and language, the best level of all running groups applies. A permission from an agent profile applies as soon as one of the running profiles grants it.
Licenses: For logged-in agents, anything for which no license is free is dropped — without notifying the agent. See Features and packages.

The server recalculates immediately when you save an agent or a group, when a calendar entry starts or ends, and when an agent logs in. Logged-in agents receive the change immediately.

The agent’s dialog shows which values currently apply: on the State tab under Effective skills and Effective languages, and for the profile with Show effective permissions. With the Skill/Language changes permission, the agent can also lower their qualifications themselves and choose one of their skill groups — see Agent settings.

The Agents list How agents are created by synchronizing with the phone system, what the Agents list shows and which commands it offers — from password and layout to logging off. Editing an agent An agent's dialog — user data and phone numbers, activation, qualifications for skills and languages, the own profile and answering requests. Agent profiles How you use agent profiles to set the permissions and functions of many agents at once, also depending on the time of day, and what applies if an agent belongs to several profiles. Profile settings All settings of an agent profile — features, permissions, visible modules, keyboard shortcuts, parallel handling and visible skills — with their defaults and their effect in the Agent. Skill groups and language groups How you set the qualifications of many agents at once, depending on the day and time — for example technical support in the morning and sales in the afternoon. Qualification levels How you create the levels at which agents are qualified for skills and languages, and what happens to the agents when you move or delete a level. Activities How you create breaks and other activities for the agents, what the settings of an activity do and which activities myContactCenter triggers itself.