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General Settings
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Country
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Edit the address of the user.
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State
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City
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Street
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Work
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Edit the work phone number of the user.
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Mobile
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Edit the mobile phone number of the user.
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Zip Code
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Edit the postal code of the user.
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User Profile
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Edit the profile of the user. For more information, see Manage a User Profile.
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Contact Center Enabled
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Select Yes to provide access to Agent Desktop.
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Status
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Edit the status of the user.
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Agent Settings
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Site
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The site of the agent. For more information, see Create a Site.
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Teams
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The teams to which the agent belongs to. To assign the agent to one or more teams, select the teams from the drop-down list.
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Skill Profile
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Edit the skill profile of the agent. Select a profile from the drop-down.
This feature is applicable if your administrator enables the optional Skills-Based Routing feature for your enterprise. This profile overrides any skill profile at the team level that is associated with the agent. For more information, see Skill Profiles.
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Agent Profile
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Edit the profile of the agent. Select a profile from the drop-down. For more information, see Agent Profiles.
Note: An agent can belong to several teams, but has a single agent profile.
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Multimedia Profile
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Edit the multimedia profile of the agent. Select a profile from the drop-down.
This feature is applicable if your administrator enables the optional Multimedia feature for your enterprise. This profile overrides the multimedia profile of the team that the agent uses to log in to Agent Desktop. For more information, see Multimedia Profiles.
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Default DN
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(Optional) Edit the dial number of the agent. If there is no dial number for the agent, you can add a dial number.
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External ID
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(Optional) Edit identification details of the agent, such as the employee number.
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