We have enabled profiles for all agent accounts for all clients. This means that a single agent can have access to multiple UI modes using the same account, switching between them as needed.
This change does not remove any functionality, if you want your agents to have separate accounts for their different UI modes, you may.
Before
Previously, if you did not use profiles, each agent account would be assigned a single UI mode:
- In this example, the when the agent logs in, they will open the Outbound interface.
- If the agent needed access to Omni as well, they would need a separate account with the Omni UI Mode selected.
After
Now, with profiles enabled, the same agent would have a single entry in Agent profiles, with the Name Outbound, linked to the UI Mode called Outbound:
- If the agent needed access to Omni as well, we could add a profile for the Omni UI Mode, and the agent would be able to switch between them without changing account.
Adding profiles
To add a new profile to an agent account:
- Click the Create profile button.
- Type a Name for this profile.
- Click the Profile UI mode drop-down list and select the interface to be associated with this profile.
- Some interfaces may also require a Phone number for this profile.
- Click the Create button.
Agent experience - Switching profiles
An agent can switch between profiles:
- Agent logs in as normal.
- Click the agent name in the top right of their account.
- Click to select the profile to use.