Agent Profiles
Heedify supports reusable agent configuration templates via agent profiles, integrated with Microsoft Teams call flows so that agents share common Region, OBO callflow and requeue-unanswered-transferred-call behavior. Agent profiles are reusable configuration templates that you apply to one or more agents. Use them to share common behavior — region, OBO settings, requeue policy — without re-configuring each agent individually.
Agents on a CX Elevate licence must be assigned an agent profile. For CX Essentials, CX Experience and CX Attendant the profile is optional.
Agent profile list
Open Agent Profiles from the sidebar to see the profiles already created in your tenant.
| Column | Description |
|---|---|
| Display Name | Profile name shown in the agent editor |
| Region | Data region the profile applies to |
| Action | Edit and delete icons |
Each column has a filter icon that reveals an inline text input. Columns are sortable. The list only shows profiles you have permission to read.
Creating a profile
- Open Agent Profiles from the sidebar.
- Click Add New Agent Profile in the top-right corner.
- Fill in the fields below.
- Click Save. Use Cancel to discard your changes and return to the list.
Fields
| Field | Description |
|---|---|
| Agent Profile Name | Display name for the profile. Required. |
| Region | Data region — Europe, America or AsiaPacific. Required. |
| Requeue unanswered transferred call | When on, a call this agent transfers that goes unanswered is sent back to the original queue instead of being released. |
| Call On Behalf Of (OBO) | Multi-select dropdown of call flows. Agents with this profile can place outbound calls on behalf of any of the selected flows — their outbound caller-ID becomes the flow’s number. |
Applying a profile
Open an agent, pick the profile from the Agent Profile dropdown on the Agent configuration tab, and click Save.
Editing and deleting
- Click the pencil icon on a row to edit the profile. Changes apply to every agent currently using it.
- Click the trash icon on a row, confirm the prompt, and the profile is removed. Agents that used the profile keep working, but lose the profile’s OBO and requeue settings.
FAQ
Is an agent profile required in Heedify?
Yes for the CX Elevate licence tier — an agent profile must be assigned before you can save the agent. For CX Essentials, CX Experience and CX Attendant the profile is optional.
What is Call On Behalf Of (OBO)?
OBO lets a Heedify agent place an outbound Microsoft Teams call using a selected call flow’s phone number as the outbound caller-ID instead of their own. The profile defines which flows the agent can call on behalf of.
Can the same agent profile be assigned to agents in different Entities?
Yes. Agent profiles are not bound to a single Entity, so one profile (e.g. a Europe profile with a given OBO list) can be reused by agents across Entities.
What does Requeue Unanswered Transferred Call do?
When enabled, if an agent transfers a call and the destination does not answer, Heedify automatically sends the call back to the original queue instead of releasing it.
Works with: Microsoft Teams, Teams Phone, Heedify call flows, Heedify queues.