Agent Profiles

An agent profile is a group of permissions and Agent Desktop behaviors that you assign to specific agents. Each agent profile specifies the following permissions and settings:

• Queue Transfer

• Agent Consult and Transfer

• Wrap up and Idle Codes.

• Wrap-up Timeout Values

• Agent Auto Available

• Dialing Capabilities

• Dial Number Capabilities

• Access to the agent personal statistics

For reports in the Agent Personal Statistics (APS) on Agent Desktop, agent profile settings are applied.