Configuring agent profiles
Create agent profiles to define agent privileges for processing calls. Agent profiles become effective when they are applied to the agent extensions. For more information on extensions, see Setting up local extensions.
To create an agent profile
- Go to Call Center > Profile > Profile.
- Click New.
- Configure the following:
GUI field
Description
Name
Enter a name for the profile.
Agent
Select the calls an agent can make or process.
Pickup call from queue
Select to allow the agent to answer queue calls.
Ring no answer
Select the action to take when nobody answer a call in the queue.
- Do nothing: No action is taken and the call keeps ringing.
- Auto pause: The call is paused automatically.
- Auto logout: The agent to whom this profile applies is automatically logged out of the queue.
- Auto hold off: The call is automatically put on hold.
Hold off time
If you select Auto hold off for Ring no answer, enter the time to put a call on hold.
Queue
Select to allow an agent to prioritize the calls in the queue or transfer calls to another queue on the agent console of the user portal.
If you select Caller prioritization, the Priority button appears on the agent console of the user portal. If you select Transfer call to another queue, the Transfer button appears on the agent console of the user portal.
For Paused agent ring option, if you want to ring agents in pause status, select Ring Targeted.
Agent Console Privilege
Select Enable agent console to choose the widget and GUI popup alert for an agent to view on the agent console of the user portal.
Manager Privilege
If the agent is a manager, select the privileges to manage the agents using the agent console of the user portal.
The privileges include coaching, listening, and logging in and logging out agents, or pausing and resuming agents.
Monitoring Console Privilege
Select to enable monitoring console on the user portal.
Monitoring Queue
Member of queues
Select to enable the agent to only monitor the queues of which the agent is a member.
Selected
Select the queues the agent is allowed to monitor by moving the selected queues from the Available field to the Selected field. The Available field lists all queues regardless if the agent is a member of them.
All
Select to allow the agent to monitor all call queues.
- Click Create.