Configuration Profiles in Agent Desktop 2.0
In Agent Desktop 2.0, configuration profiles provide a centralized way to manage which features and interface elements are available to users. This replaces earlier methods that relied on a combination of privileges, tenant features, and advanced settings.
Configuration profiles are primarily created and managed by administrators. Supervisors may need to understand which profiles are applied to their team members, while regular users typically do not interact with configuration profiles directly.
Configuration profiles help administrators simplify the user experience, restrict access to specific tools, and tailor the user interface for different roles.
What Configuration Profiles Do
Configuration profiles allow you to:
- Enable or disable specific Agent Desktop features
- Customize the user interface by showing or hiding panels and tools
- Control feature availability for different users or roles
- Simplify user access configuration
Key Concepts
Profiles
A configuration profile is a collection of settings that define which features and interface elements are available in Agent Desktop.
Profiles are usually associated with users' roles but, if necessary, may be assigned directly to individual users.
Default Profile
Every contact center has a default profile in Agent Desktop 2.0. This profile cannot be deleted, or have individual users assigned to it.
The default profile serves as a baseline for all other profiles. Features that are not needed by any users can be disabled in the default profile.
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The default profile cannot be edited or used to assign users. | |
Profile Application
Configuration profiles are applied when a user logs in to Agent Desktop.
The profile that was assigned at the beginning of the user session remains active for the duration of the user session. If a profile is changed, the user must log out and log back in for the changes to take effect.
Scope and Limitations
Configuration profiles replace a number of existing privileges, features, and options. Legacy settings continue to apply to the previous Agent Desktop, but they do not apply to Agent Desktop 2.0. For example, a user without the Use Favorites privilege will not see the Favorites tab in the legacy application, but will see it in Agent Desktop 2.0 if it is enabled in their configuration profile.
Permissions
To create or edit configuration profiles, users must have the Configure agent applications privilege.
This privilege is typically assigned to administrators. Supervisors may have this privilege if they are responsible for managing agent configurations.
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Configuration profiles are accessed from within Agent Desktop. Only users with the appropriate privileges can create or modify profiles. | |
Creating a Configuration Profile
To create a new configuration profile:
1. Click your user icon in the upper-right corner of Agent Desktop.
2. Select Configuration Profiles.
3. Click Create.
4. Enter a name for the profile.
5. Configure the desired feature and interface settings. Configuration profiles are typically created for specific user roles, such as agents, supervisors, or evaluators.
6. Click Save.
The new profile is available for assignment to users.
Editing a Configuration Profile
To edit an existing configuration profile:
- Click your user icon in the upper-right corner of Agent Desktop.
- Select Configuration Profiles.
- Select the profile you want to edit.
- Modify the desired settings.
- Click Save to confirm your changes.
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Changes to configuration profiles take effect the next time the user logs in. | |
Assigning Profiles via Roles
Configuration profiles are most commonly assigned through user roles. When a profile is associated with a role, all users assigned to that role automatically receive the profile’s settings when they log in.
If a user has multiple roles with associated profiles, the system applies a combination of those profiles, enabling all features allowed by each role-based profile. If no profile is assigned directly to a user, role-based assignments determine which configuration is applied.
Assigning Profiles to Users
Assigning profiles directly to individual users is typically used only for exceptions, such as testing, temporary overrides, or users with unique requirements. Direct user assignments take precedence over role-based assignments. To assign profiles to a specific user, instead of via role, follow the below steps:
1. From the Configuration Profiles page, select the desired profile.
2. Click the Users tab.
3. Click Add Users.
4. In the dialog that appears, select one or more users from the list.
5. Click Add to confirm your selection.
The selected users are assigned to the configuration profile.
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User-level assignments take precedence over profile assignments based on user roles. If a user is assigned a profile directly, that profile overrides any role-based configuration. If a user is not assigned a specific profile via either role or direct assignment, the default profile will be used to determine what features are available to them. | |
Example Use Cases
Configuration profiles can be used in a variety of scenarios.
Simplifying the Interface for New Agents
Create a profile that hides advanced features and unnecessary panels. This helps new users focus on essential tasks and reduces training complexity.
Restricting Access to Features
Disable features that are not relevant for certain roles, such as Knowledge Base or predefined chat responses.
Viewing Applied Profiles
The configuration profile applied to a user is shown in login and logout reports.
Supervisors can view the configuration profiles of their team members via the Home Page.