General Information

Name

Enter a name for the agent profile. The system appends the words copy_of before the name of the original agent profile. You can keep the same name or edit it as per your requirement.

Description

(Optional) Enter a description of the profile.

Status

This setting appears only on the Edit page to indicate whether the profile is active or not.

• Active: You can assign the profile to an agent.

• Not Active: You cannot assign the profile to an agent.

Parent Type

Select a parent type:

• Tenant: The agent profile is available to all sites at your enterprise.

• Site: The agent profile is available to a specific site.

Parent Name

This setting is available if you choose Parent Type as Site. Select the site for which the site this agent profile is available.

Screen Popups

Select Yes or No to specify whether you want to allow external pop-up screens.

Last Agent Routing

This setting appears only if your administrator enables the Last Agent Routing feature for your enterprise. Select Yes or No to specify whether to display the Last Agent Routing check box on the Agent Desktop during wrap-up.

When an agent selects this checkbox during wrap-up, the system routes the calls to them the next time the customer calls for the same issue.