Any Administrator or Supervisor is able to reconfigure traits for Agents on the web Front End without using any backend configuration.
This is useful to make Agents temporarily appear more (or less) "suitable" for Stratus Agent task selection according to the Distribution Policy.
Trait changes made are persistent
Please note that trait changes are applied permanently and in general for respective agents. They are not treated as "individual instance" just for you or your team.
- If you need a very specific set of traits and responsibilities to reflect a unique service situation, consider creating a new Duty Profile (which can be made visible to only your Organization Unit) or ask an Administrator to do this for you. These profiles - when assigned to Agents - allow specific trait definitions. Switching profiles is particularly useful when you need more Agents "selectable on-the-fly" without having to adapt single traits and remember changes made.
- Alternatively you can (ask an Administrator to) change the Call Distribution Policy for your particular service, thus forcing Stratus Agent to apply more lenient or tight criteria when pooling agents for calls.
To change the traits:
- Select the Agent from widgets such as Agent States and Agent Dimension.
→ The Widget Actions for that agent are shown
Click the 'Change Traits' button (
→ A pop-up with agent Traits will open
) in the actions menu.Agent Trait Editing in FrontEnd
The configurable options are:
Name Description Trait Panel
Shows the parent Trait Definition Name
The number of entries to rate depends on the number of the Trait and Responsibility Definition during Stratus Agent configuration.
Set of Attributes of each (child) trait definition. To assign Attributes click the corresponding radio buttons.
"Save & Close" when done or Cancel to discard.
→ Changes are immediately reflected.
Set of Responsibilities of each child Trait definition.
Only visible when the trait has a "responsibility" requirement set.