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.

An example: 

  • 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

    (lightbulb)  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 :

WebConfigurator - Duty Profiles


The profile page contains the following settings:

Control Name

Description

Name

Profile name.

Organization Unit

Select Organization Unit to which the profile will be assigned.

Off Duty

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.

Delete-Protection

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.