Good to know
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 Supervisor or Team Member) want to react to. By assigning to - 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 and they can "learn the ropes"
- 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
- An "outside service hours" profile that allows language-versed Agents to be part of (geographically) different Service offices, so they can jump in as a backup