Update an agent's profile

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Update shifts, skills, schedules, work parameters, and work order tasks for agents in your assignment groups.

    Before you begin

    To gain full Workforce access, you must hold the 'wm_manager' role and actively manage a 'wm_work' assignment group. Without these roles, you don't have access to essential functionalities like viewing agent details.

    Role required: wm_manager

    Procedure

    1. Navigate to All > Field Service > Manager > Workforce.
    2. Select Schedule from the View Controls list.
    3. Select an agent name.
      The agent profile preview appears.
    4. To add or edit agent skills:
      1. Click View User Profile.
      2. In the Skills related list, either add new skills or edit existing skills for the agent.
        To Do this
        Add new skills
        1. Click New.
        2. In the Name field, enter a skill name.
        3. In the Description field, enter the description for the skill.
        4. Click Submit.
        Edit existing skills
        1. Click Edit.
        2. Add skills from the Available to the Selected column.
        3. Click Save.
      The selected skill is added to the Skills list in the user profile.
    5. To view or modify an agent schedule:
      1. In the Agent Schedules related list, do one of the following:
        • To view an agent schedule, select a schedule record.
        • To add a new schedule for the agent, click New.
        • In the Agent Work Schedule form, fill in the fields as needed:
          Field Description
          From Date The start date of the agent work schedule.
          To Date The end date of the agent work schedule.
          User Name of the agent.
          Work Schedule Name of the work schedule.
          Type The type of schedule.
    6. To add work parameters:
      1. In the Work Parameters related list, click New.
      2. In the Work Parameters form, fill in the fields as needed.
      Field Description
      User Name of the agent.
      Distance Unit Select Miles or kilometers.
      Travel outside of work hours Select Yes or No.
      Maximum travel radius Radius in selected distance unit (miles or kilometers).
      Maximum part search radius Radius in selected distance unit (miles or kilometers). The default value is 50 miles.
      Note:
      The stockroom map screen in the Now Mobile Agent application displays the distance in kilometers.
      The maximum travel radius is considered as agent's work radius to assign the work order tasks in Dispatcher Workspace, work order form, or dynamic scheduling. A warning message appears if the assigned task is outside of the radius between task location and the agent's location.
    7. Click Submit.