Configuring Profiles

Important

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Profiles are descriptions of virtual agents.

You can configure multiple profiles for each contract by selecting typical sets of skills. The WFM Scheduler uses contract parameters, combined with the profiles' skill sets, to produce blank schedule scenarios that are based on profile characteristics rather than on the actual agent pool. This is especially useful if you have not yet hired agents.

These blank schedule scenarios provide you with an unlimited number of "what-if" assessments of the number of agents of each contract and skill set that might be required. You can manually assign agents into the schedule after it is built.

You can create a new profile or copy an existing profile and rename it to create a new one, or you can delete a profile.

Creating a Profile

To create a new profile:

1. Click Policies > Contracts and then, in the Objects pane, select a site.
2. In the Contracts pane, select a specific contract.
   The Constraints pane displays, by default.
3. At the top of the pane, select Profiles.
   A list of profiles that have been created for this contract displays.
4. In the Profiles pane, to create a new profile, click Add Profile .
5. In the Name field, enter a name for the profile.
   The name should be descriptive and different from any other profile name within the contract.
6. To add skills to the profile, click Add Skill .
   A list of available skills is displayed in the Selected Skills to be Associated With Profiles section.
   Tip

   Alternatively, if you want to remove a skill, click Delete Skill .
7. Select the skills you want to associate with this profile, and then, click Add Skill .
8. In the Use this Level for Assignments field of the Available Skills pane, enter the correct skill level.
   Important

   The value that you enter will affect the profile's availability on the Select Profiles page of the Schedule Scenario Wizard. That page displays only profiles with a skill level that falls within the required range of the Activities that you are scheduling. For example, if you define a profile here with a Stocks & Bonds skill level of 5, and then use the wizard to create a scenario that requires a Stocks & Bonds skill level of 8–30, your profile will not appear as a choice, because 5 is not between 8 and 30.
9. Continue to add skills and set skill levels until you have fully configured the profile.
10. To save the profile setting, click Save Changes .

Deleting a Profile

To delete an existing profile:

1. Click Policies > Contracts and then, in the Objects pane, select a site.
2. In the Contracts pane, select a specific contract.
   The Constraints pane displays, by default.
3. In this pane, select Profiles.
   A list of profiles that have been created for this contract displays.
4. In the Associated Profiles section, select the profile you want to delete and click Delete Profile .
   The profile is removed from the list.
5. To save the changes, click Save Changes .

Copying an Existing Profile

To create a new profile by copying an existing profile:

1. In the Policies > Contracts > Profiles pane, select an existing profile in the Associated Profiles section.
2. Click Copy Selected Profile .
   The Copy Selected Profile To Another Contract pane displays.
3. In the Name field, rename the profile.
4. In the Copy Selected Profile to Another Contract section, select a contract from the list.
   Tip

   Alternatively, if you know the Contract name, you can type it in the Search field to find it quickly.
5. Click Save Profile .
   The profile is added to the list of Associated Profiles.
   Tip

   If the contract you selected in step 4 is different from the contract selected in step 1, the copied profile is visible only after you navigate to the list of profiles under the appropriate site for this contract. Otherwise, if the contract selected in step 4 is the same, the copied profile is visible in the profile list immediately after it is copied.
6. Configure the profile. The settings are described in steps 7–10 above.