View an agent profile

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

    • An agent profile displays the agent's personal information as well as the work status, schedule, location, and time zone. View the agent's profile from the team calendar. You can also start a chat session with the agent from the profile preview.

    Before you begin

    Role required: agent_schedule_user

    About this task

    Agents can view the profile information of agents in groups they don't belong based on the group visibility configured for the agent.

    Procedure

    1. Navigate to All > Field Service > Manager > Workforce.
    2. Select Schedule from the View Controls list.
    3. To preview the profile of an agent, click on the information icon in the agent list.
      The pop-over panel displays the agent information.
    4. To view or edit the full profile of an agent, click the overflow actions icon and open the record or click the agent's name.
      1. On the form, edit or add agent information as appropriate:
        Table 1. Agent Profile Form
        Field Description
        First name First name of the agent.
        Last name Last name of the agent.
        Work agent status The agent's work status when the agent updates the work order task.
        On schedule The actual schedule of the agent relative to the planned schedule to execute the work order task.
        Email Email address of the agent.
        Home phone Home phone number of the agent.
        Mobile phone Mobile phone number of the agent.
        Business phone Business phone number of the agent.
        Photo Photo of the agent. To upload the photo, click Click to add..., select the photo and click OK.
        Location Physical address where the agent is located.
        Time zone Time zone where the agent is located.
      2. Click Update.