Lab 3 – Agent finalization

In this lab, you will learn how to create Desktop Profiles and assign all profiles to an Agent/Supervisor.

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Instructions:

1. Contact Center-> Desktop Experience-> Desktop Profiles

Use Case: Agents should have access only to features necessary for their roles on their desktops

Create an Agent Desktop Profile

Reminder: If a setting is not listed in the task instructions, leave default settings or skip

  • General

    • Name: Company Desktop Profile

    • Type: Site

    • Site: Company HQ

    • Screen Popups: enabled

  • Idle/Wrap-up Code

    • Auto wrap-up with timeout of: 60 seconds

      • Auto wrap-up extension: enabled

    • Wrap-up Codes: all

    • Idle Codes: All

      • Help Page

  • Collaboration

    • Entry point/ Queue targets: None

    • Buddy Teams: All

  • Dial Plans

    • Address Book: Company Address Book

    • Dial Plan: enabled

    • Select Dial Plan: Any Format

  • Agent Statistics

    • Logged-in team statistics: Enable
2. Contact Center-> User Management-> Contact Center Users-> Select User

Use Case: All configured profiles must be assigned to each agent for them to take effect.

Assign all previously created profiles to the agents

    User: Anita Perez

  • User Profile: Supervisor

  • Contact Center: enable

    • Supervisor Settings:

      • Primary Team – None

    • Agent Settings:

      • Site: Company

      • Teams: Company, Support, Overseas and Sales Teams

      • Desktop Profile: Company Desktop Profile

      • Multimedia Profile: Agent MMP

      • Skill Profile: Anita Perez

    Users: Eric Steele, Kellie Melby

    • Contact Center: enable

      • Site: Company

      • Teams: Overseas Team

      • Desktop Profile: Company Desktop Profile

      • Multimedia Profile: Agent MMP

      • Skill Profile: Relevant named profile

        • Help Page

    Users: Rebekah Barretta and Ricardo Filice

    • Contact Center: enable

      • Site: Company

      • Teams: Company Team

      • Desktop Profile: Company Desktop Profile

      • Multimedia Profile: Agent MMP

      • Skill Profile: relevant named profile

      Users: Stefan Mauk and Taylor Bard

      • Contact Center: enable

        • Site: Company

        • Teams: Sales Team

        • Desktop Profile: Company Desktop Profile

        • Multimedia Profile: Agent MMP
STOP

ACI

END OF LAB