Individual Agent Profiles

Agent Profile

Agents may access their profile by clicking their image in the upper right of the screen and then their name.

A manager can access each agent's profile from the Configure Agents screen. 

When selected,  the user's Manage Profile screen is displayed.

 

Profile screen features

#FeatureDescription
1Profile ImageThe profile image control. See Upload a profile image.
2Performance Widgets

Widgets that provide a summary of key chat metrics for the user. Mouse-over each widget for an explanation of the metric.

The widgets from left to right are:

  • Total chats that the agent is currently active in
  • Total chats that the agent was involved in, over the last 7 days.
  • Average of engagement ratings over the last 7 days
  • Total hours available today. The total time that the agent's status was set to Available while logged in. 

 

Note that widgets are updated hourly, they are not "real-time".

3Profile configuration panels

Each tab presents a screen with profile configuration options for the user:

4Recent activity streamTracks availability, chat acceptance and chat exit activities for the user.

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