Profiles page field descriptions

Last Updated : Feb 24, 2025 |

The following table provides information about the Profiles page fields and their descriptions:

Basic settings

Field

Description

Name

Enter the name of the profile.

Description

Enter the description of the profile.

Workspaces UX Profile

Select the UX profile that you want to associate with the profile.

Select Default Ux Profile to associate the profile to the default Unified Widget Framework Avaya Workspaces user interface.

Only the administrator with the Workspaces Admin Widgets Administrators role can view this field.

Resource Partitions

Select one or more resource partitions from the list.

When you associate multiple resource partitions, you can use the Select Default Caller ID option to select one of the caller IDs from the list of resource partitions and their caller IDs.

You can dissociate the selected default caller ID from the user or user profile. Additionally, if you delete a resource partition whose caller ID you set as default, the default caller ID gets deleted automatically.

Membership

Field

Description

Roles

Select the roles that you want to associate with the profile.

You can select multiple roles in a profile. When you assign a profile to a user, these roles auto-assign to that user.

For more information on the available options in the Roles list, see Roles.

Member Of

Select the group that users assigned to this profile are members of.

You can select multiple groups in a profile. When you assign a profile to a user, the user becomes a member of these groups.

Features

Channel or component

Feature

Description

Email

—

Move the slider to enable the email channel for this profile.

Auto Answer

Select the check box to enable auto answer on all email interactions for users assigned to this profile. When you enable auto answer, email interactions are accepted immediately when the interaction card displays to agents using Avaya Workspaces.

Multiplicity

Select the channels and the number of concurrent contacts that you want the agent to handle. Agents can handle a maximum of 5 email and chat interactions simultaneously. Agents can handle a maximum of 10 messaging interactions simultaneously. Agents can handle a maximum of 20 interactions simultaneously.

After Contact Work

Select an After Contact Work (ACW) mode on all interactions for agents assigned to this profile. The ACW mode that you select for an agent profile determines the duration for which the agents enter the After Contact Work state after their customer interactions end. Agents can view the interaction transcript in Avaya Workspaces to review the interaction details.

From the Mode list, select one of the following:

  • Default: Enable the default ACW mode configured for this channel.

  • Timed: Enter an ACW duration between 1 second and 3600 seconds. Alternatively, use the default duration of 120 seconds.

  • Manual: Allow agents to manually end their ACW state.

  • Disabled: Disable the ACW state for this agent.

Select the Override Queue Level After Contact Work option to override the ACW mode configured at the queue level.

Chat

—

Move the slider to enable the chat channel for this profile.

Auto Answer

Select the check box to enable auto answer on all chat interactions for users assigned to this profile. When you enable auto answer, chat interactions are accepted immediately when the interaction card displays to agents using Avaya Workspaces.

Multiplicity

Select the channels and the number of concurrent contacts that you want the agent to handle. Agents can handle a maximum of 5 email and chat interactions simultaneously. Agents can handle a maximum of 10 messaging interactions simultaneously. Agents can handle a maximum of 20 interactions simultaneously.

After Contact Work

Select an After Contact Work (ACW) mode on all interactions for agents assigned to this profile. The ACW mode that you select for an agent profile determines the duration for which the agents enter the After Contact Work state after their customer interactions end. Agents can view the interaction transcript in Avaya Workspaces to review the interaction details.

From the Mode list, select one of the following:

  • Default: Enable the default ACW mode configured for this channel.

  • Timed: Enter an ACW duration between 1 second and 3600 seconds. Alternatively, use the default duration of 120 seconds.

  • Manual: Allow agents to manually end their ACW state.

  • Disabled: Disable the ACW state for this agent.

Select the Override Queue Level After Contact Work option to override the ACW mode configured at the queue level.

Chat and Messaging

—

Move the slider to enable the messaging channel for this profile.

Auto Answer

Select the check box to enable auto answer on all messaging interactions for users assigned to this profile. When you enable auto answer, messaging interactions are accepted immediately when the interaction card displays to agents using Avaya Workspaces.

Multiplicity

Select the channels and the number of concurrent contacts that you want the agent to handle. Agents can handle a maximum of 5 email and chat interactions simultaneously. Agents can handle a maximum of 10 messaging interactions simultaneously. Agents can handle a maximum of 20 interactions simultaneously.

After Contact Work

Select an After Contact Work (ACW) mode on all interactions for agents assigned to this profile. The ACW mode that you select for an agent profile determines the duration for which the agents enter the After Contact Work state after their customer interactions end. Agents can view the interaction transcript in Avaya Workspaces to review the interaction details.

From the Mode list, select one of the following:

  • Default: Enable the default ACW mode configured for this channel.

  • Timed: Enter an ACW duration between 1 second and 3600 seconds. Alternatively, use the default duration of 120 seconds.

  • Manual: Allow agents to manually end their ACW state.

  • Disabled: Disable the ACW state for this agent.

Select the Override Queue Level After Contact Work option to override the ACW mode configured at the queue level.

Voice

—

Move the slider to enable the voice channel for this profile.

Auto Answer

Select the check box to enable auto answer on all voice interactions for users assigned to this profile. When you enable auto answer, voice interactions are accepted immediately when the interaction card displays to agents using Avaya Workspaces.

After Contact Work

Select an After Contact Work (ACW) mode on all interactions for agents assigned to this profile. The ACW mode that you select for an agent profile determines the duration for which the agents enter the After Contact Work state after their customer interactions end. Agents can view the interaction transcript in Avaya Workspaces to review the interaction details.

From the Mode list, select one of the following:

  • Default: Enable the default ACW mode configured for this channel.

  • Timed: Enter an ACW duration between 1 second and 3600 seconds. Alternatively, use the default duration of 120 seconds.

  • Manual: Allow agents to manually end their ACW state.

  • Disabled: Disable the ACW state for this agent.

Select the Override Queue Level After Contact Work option to override the ACW mode configured at the queue level.

Voice Priority

Select the check box to enable voice priority on all voice interactions for users assigned to this profile.

By default, the Voice Priority feature is disabled. Any changes to the setting while the agent is logged in will not be applied until the agent logs out and logs in again.

When you enable voice priority for users assigned to this profile, agents will not receive any new digital interactions until the current active voice interaction is completed. Agents can continue to work on any existing digital interactions during the voice interaction. After the voice interaction ends, agents will be available for new digital interactions. If After Contact Work (ACW) is enabled for users assigned to this profile, agents are not available for digital interactions until the ACW ends.

Agent Location

Select a location from the list to assign to the agent profile.

When you select a location, the routing rules and the BYOC+H outbound trunk for that location apply to the agent profile. This includes routing priority, preferred prefixes, and dialing restrictions.

Recorder

—

Move the slider to enable the recorder feature for this profile.

If Avaya has enabled Avaya Voice Recording for your account, then call recording will remain active for the profile or user configuration even if you disable the feature.

Similarly, if Avaya has enabled Verint Workforce Engagement voice recording for your account, then call recording will remain active for the profile or user configuration even if you disable the feature.

Other settings

Field

Description

Matching Attributes

Select the attributes that you want to use to route interactions to agents assigned to this profile.

Queues

Click Add Queue to assign queues to the profile.

Select the queue to assign from the Queue Name field and enter a proficiency level in the Proficiency field. A proficiency level that determines which queue an agent is most proficient in handling interactions for. Assign a value between 1 and 16, with 1 representing the highest proficiency level.

You can assign a maximum of 50 queues to a profile.