As part of the Assigning Agent Traits and Duty Profiles tab, Agent responsibilities are individually defined for each profiles assigned to that particular agent. Only by having at least one default profile assigned (and filled-out) an agent "responsible" for certain tasks. The distribution policy algorithm uses these responsibility definitions to select the most suitable (responsible) Agent for a given task and / or call situation.
An easier way to think of responsibilities in conjunction with profiles / traits are dynamic day-to-day or time-zone related situations that you (as either Agent or Supervisor) want to react to. By assigning (or selecting) a profile, you appear as either more (or less) preferable by the system to distribute tasks to you.
Here are some examples for responsibility levels and profiles:
- An "everyday routine" default profile is giving high responsibility to agents with low or medium expertise, so most calls are directed to them first
- An "high load / product release" profile shifts more responsibility to experienced agents, while lowering the responsibility of your inexperienced Agents so they only jump in when all experts are handling tasks.
- An "abroad" Service profile for your experts, that keeps them available, but with a lower responsibility
- A "service fallback" profile that allows Agents to be part of (geographically) different Service offices, jumping in as backup (with the corresponding lower responsibility due to potential language barriers, missing call-context, etc.).
By default each agent only has no responsibility defined, resulting in a view like the one below:
To create responsibilities you simply fill out traits as described here.