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worker-details

Overview​

This feature adds a section to the the Worker Canvas (Agent Activity & Skills) in the Teams View to allow Supervisors to edit worker attributes like team, department, other custom text attributes and boolean (true/false) attributes or worker settings. These boolean attributes can be used to configure settings (or permissions) for the worker which could be leveraged to enable or disable certain custom features in the PS Template.

How does it work?​

The Supervisor can select a worker to view or edit from the Teams view. The Worker Canvas side panel displays the Worker Skills and possibly one or more other features related to the worker (for example Supervisor Capacity) in different tabs. The Details tab shows the agent name and the attributes. The list of available Teams and Departments is read from the common configuration in the Admin UI.

As noted in the Flex insights docs

  • The team_id attribute is required to display team_name.
  • The department_id attribute is required to display department_name.

Due to these dependencies, this feature will simply set both the team_id and team_name to the same value. Similarly it will set department_id and department_name to the same value.

The text_attributes property can be used to specify an array of worker attributes that should be updated using a Text Input box. For example, text_attributes: ['location', 'manager'] provides two Text Input fields to allow supervisors to update these two worker attributes.

Use the boolean_attributes property to provide an array of boolean (true/false) attibutes which will be displayed as Paste Switch components. These settings can then be enabled or disabled for each worker. At this time, none of the other features in the PS Template leverage any custom worker settings yet, but with this new capability and a setting like boolean_attributes: ['auto_accept] you could enhance the Agent Automation feature to enable auto accept per worker.

Saving changes to the worker details updates the Worker Attributes using a Twilio serverless function.

Setup​

This feature can be enabled via the flex-config attributes. Just set the worker_details enabled flag to true and set up the desired configuration.

Use the text_attributes property to specify an array of editable text input fields.

Use the boolean_attrbutes property to provide an array of boolean (true/false) attributes that can be enabled (or disabled) per worker.

"worker_details": {
    "enabled": false,
    "edit_team": true,
    "edit_department": true,
    "text_attributes": [],
    "boolean_attributes": []
}

Flex User Experience​

WorkerDetails