Configure agents, profiles and availability

Updated Monday, October 26, 2026 · Marc Staine

The agent directory brings together staff identity, access assignments and availability. Use it to find the right profile and review whether each agent has the role, team and queue membership needed for their work.

Applies to: Supportbench Core. Location: Settings → Organization → Agents. Access and available controls depend on your role and account capabilities.

Before you begin

You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

Open Settings → Organization → Agents.
Search for the intended agent and review the directory information.
Open the profile, or use the supported create action if a new licensed agent is needed.
Review the profile’s fields and permissions, save any intended changes and return to the directory to verify the result.

Settings reference

Directory and profile access

Setting	What it controls	How to choose
Search / Filters	Finds agents in the authorized directory.	Use the exact agent identity when names are similar.
Status / Active / Out of office	Shows availability, account state and recorded absence.	Distinguish presence from whether the agent account is active.
Avatar / ID / Username / Name	Identifies the agent.	Confirm the correct person before opening a profile.
Manager / Division / Role	Shows management and access assignments.	Review the role’s permissions and division scope separately.
Team / Teams / Queues	Shows primary/additional team and queue assignments.	Check actual routing membership, not just the primary team label.
Assets / Asset categories	Shows supported asset associations.	Use associations relevant to the agent’s responsibility.
Last login / Signature	Provides profile context for maintenance.	Do not infer current availability solely from last login.
License usage / Create / Edit	Displays available licensing and permitted profile actions.	Review licensing before adding agents; viewing and editing are distinct permissions.

Profile: identity, language and working hours

Setting	What it controls	How to choose
Login email / First name / Last name / Alias	Agent identity and the public display alias. Login email is editable during creation and locked in the existing-agent profile.	Confirm the intended person and public alias before saving.
Phone / Extension / Mobile / Job title	Business contact details; mobile is labelled internal-only.	Keep contact details accurate and use an appropriate customer-facing job title.
Timezone / Interface language / Use profile timezone	Regional preferences and whether the profile timezone should be used.	Choose the agent’s working timezone and verify date/time display after saving.
Working days / Start and end / Advanced hours	A shared daily working range, or separate daily ranges when Advanced hours is enabled; days follow the agent timezone.	Represent the actual schedule and review daylight-saving and overnight boundaries.
Division / Role / Primary team / Manager	Operational scope, permissions, primary team and reporting relationship.	Review role division scope and team schedule alongside the assignment.
Secondary teams / Work queues	Additional memberships and the agent’s favorite work queues.	Review queue round-robin participants separately; a favorite queue alone does not establish every automatic-routing condition.

Signature and out of office

Setting	What it controls	How to choose
Use system signature / Custom signature	The system signature takes precedence while its switch is on. Otherwise the custom rich-text signature is used.	Preview links, contact details and images in the resulting signature. Save profile after editing.
Out of office Active / Away from / Away to	Enables the absence for the selected dates, from the start of the first day through the end of the last.	Check the displayed duration and agent timezone.
Send new work to queue	Routes new work through the configured absence queue behavior.	Choose a staffed queue and test the expected route.
Send auto response / Subject / Message	Configures the absence response and its rich-text content.	State the expected response time and alternate contact without promising unavailable coverage. Save profile after editing.

Assets, history and connections

Setting	What it controls	How to choose
Asset / Add asset / Category / Add category	Adds individual asset access or access to all assets in a category, subject to asset permissions and the module.	Use the narrowest set needed for the agent’s work.
Asset access enabled / Remove	Changes an existing asset access assignment through dedicated actions.	Review category-wide access before disabling or removing an entry.
Activity: Search / Timeframe / Show all event types / Export / Load older	Read-only profile audit timeline with 7, 14, 30, 60 or 90-day ranges.	Use it to investigate profile changes; case work belongs in History.
History: Type / Timeframe	Read-only case-work timeline, loaded separately from profile saving.	Select the relevant event types and period before interpreting the results.
Connect: Enable for me / Connect or Reconnect / Open phone / Check status	Self-service RingCentral controls when that integration is available. Connection settings save separately; sign-in opens a secure provider window.	Connect the intended provider identity and check its resulting status.

Settings: notifications, interface and capacity

Setting	What it controls	How to choose
Email alerts / Work queue alerts / Activity view alerts / Only new case activities	Personal notification choices for the corresponding events and activity views.	Choose the signals needed for the role and check a representative event.
Agent interface	Self-only choice of Inherit account default, Classic or Tabbed when the workspace preference is enabled. A personal choice overrides the account default and saves separately.	Use Inherit to follow future account defaults.
New chat sound / New message sound	Chat-module sound choices with a browser preview.	Preview at a suitable volume and check browser sound permissions.
Editor font size / Font family	Personal reply-editor formatting; size is 8–16pt or the account default.	Use readable formatting consistent with the team’s communication style.
Maximum simultaneous chats	Automatic-chat capacity; blank means unlimited. Manual claims and transfers remain available.	Set capacity to the workload the agent can serve well and test automatic routing.
Max assigned cases	Automatic case-assignment capacity from 1–50, or Unlimited.	Choose a realistic capacity alongside the queue’s workload and availability rules.

Settings: login and access

Setting	What it controls	How to choose
Active / Clear lock	Agent activation and the separately offered authorized unlock action.	Distinguish an inactive account from a temporary login lock.
Reset password on logon	Requires the supported password reset at the next login.	Coordinate the change with the intended agent.
LDAP username	Directory identity shown only when the account enables LDAP.	Use the correct existing directory identity.
Send reset / Set password	Authorized administrator actions with their own confirmation or dialog.	Verify the agent identity and use the approved credential-handling process. Do not place passwords in documentation or messages.

Profile actions

Setting	What it controls	How to choose
Photo upload / Remove photo	Separate profile-image actions.	Use an appropriate image and verify the resulting avatar.
Reload / Save profile / Status and work summaries	Reload and save the main profile; status and activity counts provide read-only context.	Save intended main-form changes, then reopen. Separate actions such as asset access, connection, password and interface preference must be checked independently.

Behavior to know

Profile tabs and fields depend on whether you are editing yourself or another agent, your field permissions and enabled modules. Some controls save separately from Save profile.
Creating, viewing and changing profiles require their respective permissions.

Recommended use

Use terminology that agents and customers already understand. Explain the intended meaning in the description.
Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.
Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion.

Worked example

Find an agent who is changing support responsibilities.
Open their profile using the permitted action and review role, divisions, teams and queues.
Make the planned profile change and save in that profile.
Verify the agent’s allowed work and routing with a controlled check.

Troubleshooting

Problem	What to check
The item is missing from a picker.	Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.	Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.	A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.

Organization → Configure agent roles and division access
Organization → Configure teams and SLA availability
Organization → Configure queues and automatic assignment
Account → Review billing, invoices and subscription changes

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