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    Scott Heidenreich
    Best Practices for Profiles vs. QueuesAnswered
    Topic posted August 9, 2017 by Scott HeidenreichExplorer 
    81 Views, 3 Comments
    Title:
    Best Practices for Profiles vs. Queues
    Content:

    Hello,

    I am trying to simplify our profiles to reduce them to a minimum to ease administration, since essentially all our agents in all our departments do the same thing and need the same rights.  However, when it comes to configuring the Queues, it appears that it is intended that each set of related Queues requires a new profile.  Is this correct?  Or can I simply assign all the Queues to the agents (since manual pulling will be used across the board) and then use custom reports to make it easy for folks to find their stuff, or do I really need different profiles for each department so their own Queues are all they see? (ugh!)

    Version:
    May 2017

    Best Answer

    Carl Elliott

    A profile for each set of queues is how the system works.  The best practice would be to have agents use the fill inbox. If you use the manual selection you would need different profiles to limit the queue list.  If you don't limit the list they could pull from the wrong queues.  If you switch to a report view you can make it whatever you want but then you give the agents the opportunity to cherry pick whatever incidents they want to work.    So your desire for less profile maintenance should be weighed against how much flexibility you want to give your agents in the assignment of incidents. 

    Answer

     

    • Carl Elliott

      A profile for each set of queues is how the system works.  The best practice would be to have agents use the fill inbox. If you use the manual selection you would need different profiles to limit the queue list.  If you don't limit the list they could pull from the wrong queues.  If you switch to a report view you can make it whatever you want but then you give the agents the opportunity to cherry pick whatever incidents they want to work.    So your desire for less profile maintenance should be weighed against how much flexibility you want to give your agents in the assignment of incidents. 

    • Simon Kilgarriff

      In my experience it is quite common to see a lot of profiles.  I've frequently seen over 100 on the more complex sites.

    • Brian L.

      We have one profile per agent as no agent ever works on the same exact list of queues. It's a real pain for management, but that's the world that Oracle stuck us with...