Genesys Cloud - How to - Directory - Profile Fields

Reorder Fields in the Profile Configuration (Genesys Cloud) 
 Summary 
 The Reorder Fields in the Profile Configuration feature in Genesys Cloud allows administrators to control the order in which profile fields appear in the user interface . Profile fields typically include information such as name, contact details, department, location, or custom attributes that are displayed in user profiles or interaction views. 
 Reordering fields helps organizations prioritize important information , making it easier for agents and administrators to quickly access relevant data when viewing customer or user profiles. 
 
 Utilization 
 
 
 
 Use Case 
 Description 
 
 
 
 
 Prioritizing important information 
 Key profile fields appear first in the interface 
 
 
 Improved agent workflow 
 Agents can quickly locate frequently used information 
 
 
 Custom profile layouts 
 Organizations align the field order with operational needs 
 
 
 Data organization 
 Makes profile views cleaner and easier to navigate 
 
 
 Interaction context 
 Agents see the most relevant customer information during interactions 
 
 
 
 Reordering profile fields improves usability and efficiency by presenting critical information first . 
 
 Best Practices 
 
 
 
 Practice 
 Reason 
 
 
 
 
 Place frequently used fields at the top 
 Helps agents find important information quickly 
 
 
 Group related fields together 
 Improves readability and organization 
 
 
 Avoid excessive field customization 
 Keeps the interface simple and intuitive 
 
 
 Review profile configuration regularly 
 Ensures the layout matches operational needs 
 
 
 Align field order with agent workflows 
 Reduces time spent searching for data 
 
 
 
 
 Example Scenarios 
 Scenario 1 – Prioritizing Customer Contact Information 
 Administrator reviews profile configuration
 ↓
Administrator moves phone and email fields to the top
 ↓
Agents can immediately view customer contact details
 
 
 Scenario 2 – Organizing Custom Fields 
 Administrator adds custom profile fields
 ↓
Administrator reorders fields to group related data
 ↓
Agents see organized customer information during interactions
 
 
 Scenario 3 – Improving Agent Efficiency 
 Agent opens customer profile during interaction
 ↓
Important fields appear at the top of the profile
 ↓
Agent quickly finds relevant information
 
 
 Key Benefits 
 
 
 
 Benefit 
 Explanation 
 
 
 
 
 Improved usability 
 Agents quickly locate critical information 
 
 
 Better data organization 
 Profile layouts become clearer and easier to navigate 
 
 
 Faster interaction handling 
 Agents spend less time searching for data 
 
 
 Customizable interface 
 Organizations tailor profiles to operational needs 
 
 
 Enhanced workflow efficiency 
 Supports smoother interaction management