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Create and use agent experience profiles

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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

By default, the following agent experience profiles are available out of the box for Customer Service workspace and Contact Center workspace. These profiles can't be deleted or modified. When you don't assign a custom profile to an agent, the system assigns the default profile.

  • Omnichannel for Customer Service - default profile
  • Customer Service workspace - default profile
  • Customer Service workspace + channels - default profile

You can configure agent experience profiles in Contact Center admin center and Customer Service admin center.

Prerequisites

  • The App Profile Manager Administrator role. Learn more in Security roles.

  • The Basic User role that's required to create profiles in Customer Service admin center.

Create agent experience profiles

By using agent profiles, you can create targeted app experiences for agents and supervisors. Profiles help access the features that your agents and supervisors can use in their daily tasks to resolve customer issues.

  1. In Customer Service admin center or Contact Center admin center, go to Agent experience profiles in Agent experience > Workspaces.

  2. Select New, and enter the following details on the Create a new agent experience profile dialog.

    • Name: The app profile name.
    • Unique name: A unique identifier in the <prefix>_<name> format.
    • Description: A description for the profile.

  3. Select Create. An agent experience profile is created.

Assign users, templates, configure productivity pane, channels

For the agent experience profile that you created, you can add users and configure options, such as specific session templates and conversation channels.

  1. Go to Agent experience profiles, select the checkbox for the profile, and then configure the following settings:

    • On the command menu, use the Set as default option to set the profile as the default profile. If you set a default profile, all the available users are associated with this profile.
    • Use Set rank and roles to assign a rank and security roles to the profile. Learn more in Add users to custom agent experience profiles.

  2. Select the profile and on the profile page that appears, perform the following steps:

    • In the Users section, select Add Users to select users from the available users, or search for and add users to the profile.

    • Select Add entity session template to link a session template to the profile. On the Entity session templates pane, you can select an existing template or create an entity session template.

    • In the Productivity pane, select Turn on to enable the productivity tools that the agents can access when they work on their assigned tasks. The following productivity tool options are available:

      • Default mode
      • Copilot
      • Knowledge search
      • Agent scripts
      • Join a Teams call
      • Teams chats
      • Smart assist

      Turn on the toggle against each option in the Productivity Pane to enable it for the agent.

    • In the Inbox section, select Edit to enable the inbox view. Agents can view all their work items on one screen and prioritize tasks and efficiently work on multiple tasks.

    • In the Channel providers section, select Edit to enable the channels and select non-Microsoft voice channel providers. On the Channel providers pane you can:

      • Turn on the All active channels toggle. All the channels that you have set up and the presence settings are loaded.
      • Select a channel provider or create channel providers in the Third party voice channel providers section.

      The agent experience profile with configured settings in Customer Service admin center.

Enable Copilot features for agent experience profiles

To enable agents to use the copilot features in Customer Service workspace, you need to enable the copilot features in agent experience profiles. By default, agents added to the out-of-the-box agent experience profiles can use the Copilot features. Learn more in Make Copilot available to agents.

Manage session template
Overview of Dynamics 365 Productivity Tools
Overview of channels in Omnichannel for Customer Service
Overview of agent experience profiles