Manage interaction profiles

Interaction profiles define the rules for how the CMS allocates calls to individual agents. They define the media types a specific agent can handle, the number of concurrent calls of each type, and any blocking or interruption rules.

Each interaction profile contains a collection of interaction profile rules, one for each media type, although not every media type needs to be included. Each existing and new agent (personnel) is assigned to a single interaction profile. Any new agents are assigned to the profile designated as the default profile for new agents. The maximum total concurrent interactions per agent are limited to 9. If voice calls are configured to override this maximum, the limit is 10.

Multi-interaction enables an agent to simultaneously handle multiple calls, up to a configured number between one and nine. If voice calls are configured to override this maximum, the limit is 10.

In CCaaS Admin, you configure the number of interactions each agent can handle using multi-interaction profiles. You then enable multi-interaction for an agent by assigning the relevant interaction profile to the agent in the Interaction profile property on the Properties tab of the [Agent name] page. See Manage personnel properties. Alternatively, you can assign the agent as a member of a multi-interaction profile.

View the Interaction Profiles list

On the navigation pane, click Miscellaneous.
Click the Interaction Profiles tab. The Interaction Profiles list appears. For navigation information, see List view and How to search. For column descriptions, see Add an interaction profile. The Agents column shows the number of agents assigned to the interaction profile.

Add an interaction profile

On the Interaction Profiles page, click Add. The New Interaction Profile dialog appears.
Enter the following information:

Name (required) — the name of the interaction profile.
Description — a description of the interaction profile.
Is default profile for new agents —whether you want all new agents to be assigned to this profile.

Note

There can be only one default interaction profile. When you select the Is default profile for new agents check box, CCaaS automatically clears the corresponding check box on the previous default profile.

Maximum overall interactions — a number between 0 and 9. A value of 0 means that agents assigned to this interaction profile cannot handle any ACD media.
Agents — click Add items and select the agents to assign this interaction profile to. See Filter for agents.

Under Internet, Phone, Email, Callback, and Voicemail enter the following information:

[Media type] rule maximum interactions — a number between 0 and 9. A value of 0 means that agents assigned to this profile cannot handle this media type.
[Media type] rule call weighting — a number between 0 and 100, representing the relative weight of this media type. A value of 100 means the highest weighting. The CMS uses this value to determine which agent has the least load and should therefore take the next call.

Note

If the weight of a media type is set to zero, the agent is reported as available during the time of a call from that media. Consequently, in reports an agent can appear as 99% available and at the same time have handled many calls.

[Media type] rule media allowed — agents assigned this interaction profile can handle calls of this media type. If you want agents assigned this interaction profile not to be allowed to handle this media type, clear the check box. Selected by default.
[Media type] rule overrides maximum interactions — agents can handle chat and email even if that agent is already handling the maximum overall interactions specified above. Not selected by default.
[Media type] rule blocks other media types — agents that are currently interacting with internet media types, can be routed only the same type of media call. When all internet media type calls are completed, the agent receives calls of another media type. Selected by default.

Click OK.

Edit an interaction profile

On the Interaction Profiles page, click the item to edit. The Interaction Profile: [Name] dialog appears.
Edit the information. For details, see Add an interaction profile.
Click OK.

Delete an interaction profile

Before you can delete an interaction profile, you must unassign the agents from it. If it is the default profile, you must also first set another interaction profile as the default.

When you delete an interaction profile, CCaaS also deletes its interaction profile rules.

On the Interaction Profiles page, select the item/s to delete.
Click Delete and then confirm the deletion.