Siebel Personalization Administration Guide > Managing User Profiles >
About Second User Profiles
The second profile is used if a call center agent wants to personalize the content shown on the screen based upon the caller's profile instead of the agent's own profile.
In Web channel interactions, only one party is involved. However, in certain other channel interactions, for example Siebel Call Center, there are multiple parties involved, for example the call center and the customer agent. In this situation, it is necessary to load a second user profile.