As additional task within the Assigning Agent Traits and Duty Profiles tab, Agent responsibilities are individually defined for each of the duty profiles assigned to that particular agent. Only by having at least one default profile assigned (and filled-out) an agent can be considered "responsible" for handling incoming tasks.
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
By default each agent only has no responsibility defined. By clicking "+Add", additional profiles can be assigned (if available to the Organization Unit) resulting in a view like the one below:
- To create responsibilities you simply fill out traits as described here.
- A Distribution Policy algorithm uses the abovementioned responsibility definitions to select the most suitable Agent for a given task and / or call situation.
Distribution Policies get selected when configuring Call Distribution settings.