A profile has six tabs. You find them in the calendar entry of an agent profile and on the Permissions tab of an agent’s dialog. The defaults in the tables are the values of a new profile.
Features
| Switch | Default | Effect in the Agent |
|---|---|---|
| License Profile | — | which license profile the agent takes up: Profile Voice, Profile Omnichannel or Profile Supervisor. Can only be selected with licensing by profiles. |
| Call recording | on | the buttons Record and, with Show transcription, Record and transcribe |
| Pick | on | take over waiting conversations with a double-click in the conversation overview, if the skill allows it |
| Web browsing | on | the Browser module. Under Homepages, enter addresses it opens at startup, separated by commas. |
| Graphical user interface | on | the main window; when off, the Agent only runs as a bar at the edge of the screen |
| Search functions | on | the Tickets module |
| Agent side scripts | on | the agent script of the server configuration runs |
| Integrated softphone | on | the softphone with the Softphone group in the ribbon and the keyboard shortcuts for dialing |
| Classification | on | the classification window after a conversation, if the skill requires it |
| Qualified conversations | on | start calls and emails for a skill themselves |
| Personal statistics | off | the Statistics module |
| Supervisor functions | off | makes the agent a supervisor |
| Report designer | on | design reports and dashboards — only with Supervisor functions |
| Report execution | on | view reports and dashboards — only with Supervisor functions |
Permissions
Some settings come in pairs: the left one determines whether the agent may change the setting themselves, the right one is the default that applies if they may not. The default can only be set when the left switch is off.
| Switch | Default | Effect in the Agent |
|---|---|---|
| Changes to notifications and Show notification | on, on | whether the agent turns the notification window on and off themselves, otherwise whether it appears |
| Force feed changes and Force feed | on, off | whether the agent switches automatic acceptance themselves, otherwise whether incoming calls and voicemails are put through without being accepted |
| Changes to suppress caller number and Suppress caller number | on, off | whether the agent switches the suppression of their phone number themselves, otherwise whether it is suppressed |
| Change attached data | on | edit attached data |
| Hotkey changes | on | set up keyboard shortcuts themselves; when off, those of the Hotkeys tab apply |
| Skill/Language changes | on | lower their own qualifications and choose a skill group. Only then can a supervisor also change this agent’s qualifications. |
| UI changes | on | arrange modules, customize tables, choose the theme, reset the layout |
| Find all conversations | on | find the conversations of all agents in the Tickets module; when off, the switch reads Find my conversations only |
| Email supervision | off | all of the agent’s emails go to a supervisor before they are sent. This never applies to supervisors. |
| Synchronisation of presence | on | wrap-up and “Do not disturb”, activity and “Away” are synchronized with the presence in the phone system |
| Check client side rules | off | If call forwarding is switched on for the extension, the agent starts in the activity Forwarding after login. Only applies from the agent’s own profile. |
| Show all pbx users in agent transfer module | off | the Agent transfer module shows all users of the phone system, not only logged-in agents |
| Run last ticket search after conversation ends | off | repeats the last search in the Tickets module after each conversation. Only applies from the own profile; the agent can toggle it themselves. |
Module visibility
Which modules the agent sees. All switches are initially on.
| Switch | Module |
|---|---|
| Show conversations overview | Conversations |
| Show agents overview | Agents |
| Show agent transfer | Agent transfer |
| Show ACD transfer | Skill transfer |
| Show transcription | Transcription |
| AttachedData | Attached data |
All modules at a glance describes which modules there are.
Hotkeys
The tab only appears when Hotkey changes is off. You then set the keyboard shortcuts for the agents here: Hotkeys active, the Modifier key — MOD_ALT for Alt, MOD_CONTROL for Ctrl — and for each command a letter from A to Z or “-”. Each letter can only be assigned once. Keyboard shortcuts describes the commands.
Parallel handling
How many conversations the agent handles at the same time. The table has a Maximum row for all channels together and one row per channel: Call, Email, Fax, Chat, Voicemail and Playback Call. All values are initially 1; for Call it stays at 1. A channel can never get more than Maximum.
An example: Maximum 3, Email 2, Chat 2 — the agent handles up to two emails and two chats, but never more than three conversations at once.
Skill visibility
One switch per skill. It determines what the agent sees:
- The conversation overview only shows conversations of the visible skills. If none is visible, it shows all of them.
- The table of the agent’s skills in the Agent settings only shows the visible ones. If none is visible, it stays empty.
Licenses
Some switches need a license. If none is free at login, the server turns them off for this agent without notifying them: Call recording, Pick, Web browsing, Graphical user interface, Search functions, Agent side scripts, Integrated softphone, Classification, Qualified conversations, Personal statistics, Supervisor functions and with it the two switches for reports. Features and packages lists which license belongs to what.