In conjunction with Organization Units and Trait and Responsibility definitions you can use Duty Profiles to distinguish how an your Agents skillsets should be weighted against in a certain workload situation.
- A "Default" duty profile determines how your Agents in your "Support Team " Organization Unit should be evaluated for call selection
For certain peak hours you want to switch to a "High Load" profile, which allows Stratus Agent to widen the selection to other (maybe less experienced) Agents if needed. This is where Profiles allow to distinguish traits not just by their level of expertise, but also by responsibility.WebConfigurator - Duty Profile Example
Duty profiles can be switched by:
Agents themselves - when previously given the rights to do so when using the Agent Assistant application
Supervisors directly from Frontend when managing Agent profiles.
Manage Duty Profiles
The 'Profiles' page is accessible on Settings -> Agents section -> Profiles :
The profile page contains the following settings:
Select Organization Unit to which the profile will be assigned.
By selecting a 'Off Duty' type profile during working hours, an agent "not selectable" for service calls.
Adding and deleting profiles
- To add a new profile, click '+Add' button and fill the settings. To save the changes and finish adding, click 'Save&Apply' button.
- To delete an existing profile, select it in the list of profiles and click 'Delete' button.
If any agent is currently using the profile, the 'Delete' button is disabled. Before deleting these profiles you need to remove them from the respective agents.