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A multimedia profile allows you to manage and determine the quantity of responsibilities an agent can manage responding to emails, engaging in chat conversations, or handling calls.
Blended multimedia profile
Blended multimedia profiles allow organizations to provide dedicated attention to customers, promoting better quality of service, improved customer experience, and better conversion rates. Organizations can also balance uneven load across media channels utilizing agents more effciently.
You can assign multimedia profiles to sites, teams, or individual agents. By default, the system assigns the Default_Telephony_Profile to every site. You can't edit or delete this profile, but can reassign a different multimedia profile to the site.
The teams within a site share the site's default multimedia profile unless you assign a different profile to the teams. Similarly, agents within these teams inherit their team's multimedia profile unless you change the profile for them.
Administrators can configure following types of multimedia profiles:
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Blended
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Blended Real-time
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Exclusive
Associating a multimedia profile
After you configure the multimedia profile, associate the profile to a site and team. For more information, see Sites, Teams, and Users.
A multimedia profile
associated with an individual agent has the highest precedence. It overrides the
multimedia profile of the agent's team, which in turn takes precedence over the
multimedia profile associated with the site. |
Create a multimedia profile
1 |
Sign in to Control Hub. | ||||||||||||
2 |
Select . | ||||||||||||
3 |
From the Contact Center navigation pane, select . | ||||||||||||
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Click Create Multimedia profiles. | ||||||||||||
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Enter the following details in the General section:
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6 |
Go to More details section to provide the details for new multipmedia profile. | ||||||||||||
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Select one of the followings from the options:
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8 |
Click Create to add a multimedia profile. You can view the ceated profiles in the Multimedia profiles section. |
Edit a multimedia profile
1 |
Sign in to Control Hub. |
2 |
Select . |
3 |
From the Contact Center navigation pane, select to view the list of multimedia profiles.. |
4 |
Click the multimedia profile that you want to edit. Multimedia profile details open in editable mode.
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5 |
Edit the details of multimedia profile. |
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Click Save to save the edits else click Cancel to discard the changes. |
Activate or deactivate a multimedia profile
1 |
Sign in to Control Hub. |
2 |
Select . |
3 |
From the Contact Center navigation pane, select to view the list of multimedia profiles |
4 |
Click the multimedia profile that you want to activate or deactivate. |
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Toggle Active/Inactive to perform the desired action. |
6 |
Click Save to save the modified state else click Cancel to discard the changes. |
Delete a multimedia profile
Before you begin
Ensure that the multimedia profile that you want to delete is in an inactive state.
1 |
Sign in to Control Hub. |
2 |
Select . |
3 |
From the Contact Center navigation pane, select to view the list of multimedia profiles. |
4 |
Click the multimedia profile that you want to delete. |
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Click the delete icon on top right of the page. |
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Click Delete in the confirmation pop-up message to delete the multimedia profile. |