You can access agent duty profile details directly via the Frontend, e.g. via the Agent Dimension and Agent States widgets. 

(tick) Precondition: The Agent must be online for the options to be shown. 

A supervisor you may switch the Agent profiles and thus define the responsibility of the corresponding agent. (info) Also see → Trait and Responsibility Definition

Profile Management and Agent Actions


An Agent Profile can be changed on clicking 'Set Agent Profile' button ( ) in actions menu. 

A can access a widget action menu by clicking the agent row in the 'Agent States' or 'Agent Dimensions' widget.

Possible widget actions involve: 

Profile switch by Agent


(info) An agent may switch his own profile via the Frontend. This is done directly from the user menu. 

Profile change from Front End UI

(info) With Agent Assistant client installed, Agents can also switch their service affiliation status and profiles directly.