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- ABC Company has been performing so well since they introduced Insight, that Sarah 's Customer Service team has doubled in size and has been split into two specialist teams. Team 1 looks after products A, B, C and Team 2 looks after products X, Y, Z
- How I am going to manage a team of 14 people?
- Sarah is worried because the two teams' calls are generally very different in nature, and she'll often need each team's calls to be flagged to her for different reasons.
- This is going to get confusing!
- She goes into the Insight Category Editor and on the Home page by the Team Profile she sees a duplicate button. She clicks this button and sees that a copy of this Profile has been created with the name Team Profile (1).
- I really hope I don't have to start this from scratch....ohhhh....HELLO!
- Sarah makes some changes to the duplicate Team profile so that the categories and dictionary terms match will flag the calls that she needs to know about for Team 2. Once finished, she clicks Save and Rename and enters the name Team 2 Profile. A message appears Apply Profile to which Users? and Sarah sees a list of the teams that she manages: Team 1 and Team 2. She selects Team 2 and clicks Save. Another message appears : Profile saved to Team 2.
- I can copy everything across and just change the categories and dictionary where I need to...nice!
- Sarah wants to check the older profile is assigned to the right users. She clicks on Team 1 profile and sees it's applied to both Team 1 and 2. She clicks the button that says Team 2 and chooses Unassign: she sees a message Are you sure? to which she responds Yes. Now only Team 1 appears next to this profile.
- How can I check both profiles are set up for the right teams?
- Sarah is so relieved: 30 minutes ago she was worried that she was going to have to set up a profile for Team 2 from scratch, but the Duplicate feature enabled her to do this very quickly and then choose who to apply the new profile to as well as to unassign the other profile from Team 1.
- I was worried I wouldn't get time to submit my monthly report today but this feature has saved me so much time!
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