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=Agent Groups=
 
=Agent Groups=
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An ''Agent Group'' is a logical grouping of agents. Agent Groups are typically set up to provide particular sets of contact-center services.  
 
An ''Agent Group'' is a logical grouping of agents. Agent Groups are typically set up to provide particular sets of contact-center services.  
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Before you can configure Agent Groups:  
 
Before you can configure Agent Groups:  
  
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* You need to configure skills that will assign to the Agent Groups. If you haven't done so already, go to the [[umgrSkills|Skills]] page and set up the skills you want to use.
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* You need to configure skills that will assign to the Agent Groups. If you haven't done so already, go to the [[DesktopSettings#Skills|Skills]] tab and set up the skills you want to use.
 
* If you plan on creating Agent Groups by selecting specific agent accounts to the group, you first need to [[UserMan|add the agent accounts]]. If you want to set up Virtual Agent Groups, it is not necessary to add the agent accounts first.
 
* If you plan on creating Agent Groups by selecting specific agent accounts to the group, you first need to [[UserMan|add the agent accounts]]. If you want to set up Virtual Agent Groups, it is not necessary to add the agent accounts first.
  
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* Create an '''Agent Group''' and then manually add agents to the group. For example, if you want to create an Agent Group for a group of new hires, you create the Agent Group, and then manually add each of the new hire's agent accounts to the group.
 
* Create an '''Agent Group''' and then manually add agents to the group. For example, if you want to create an Agent Group for a group of new hires, you create the Agent Group, and then manually add each of the new hire's agent accounts to the group.
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* Create a '''Virtual Agent Groups''' to automically group agents, according to the skills that they have. You create an Agent Group object and define a script to identify the skills that you want the agents in the group to share.  For example, you can create a virtual Agent Group for all agents that can speak Russian.  
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* Create a '''Virtual Agent Group''' to automatically group agents, according to their skills. You create an Agent Group object and define a script to identify the skills that you want the agents in the group to share.  For example, you can create a virtual Agent Group for all agents that can speak Russian.  
  
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Both types of Agent Groups are configurable on the '''Agent Groups''' screen on the '''Contact Center Settings''' page. Use the following procedures create and configure your agents groups:  
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Both types of Agent Groups are configurable on the '''Agent Groups''' page. Use the following procedures to create and configure your Agent Groups:  
  
 
{{CloudStep_Stack
 
{{CloudStep_Stack
 
|title=Creating an Agent Group
 
|title=Creating an Agent Group
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|text= In the '''Agent Groups''' window, type the name you want to assign to the Agent Group and click '''Add'''. In our example, the new Agent Group is a group new hires, so let's name the Agent Group <tt>November2016 New Agents</tt>.
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|text= In the '''New Agent Group''' window, type the name you want to assign to the Agent Group and click '''Save'''. In our example, the new Agent Group is a group of new hires, so let's name the Agent Group <tt>November2016 New Agents</tt>.
  
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You can put the new Agent Group into folder. This is useful for organizing your Agent Group to make them easy to locate in the future. For example, you can place our new group into the '''Training Groups''' folder. When you select the '''Folder''' option, a drop-down list box is displayed where you can select a folder or click the add folder [[File:Umgr icon addFolder.png|link=]] icon  to create a new folder.  
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You can put the new Agent Group into a folder. This is useful for organizing your Agent Groups to make them easy to locate in the future. For example, you can place our new group into the '''Training Groups''' folder. When you select the '''Folder''' option, a drop-down list box is displayed where you can select a folder or click the add folder [[File:Umgr icon addFolder.png|link=]] icon  to create a new folder.  
  
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|media1=Umgr_agent_group_add.png
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|media1=ASAgentGroupAdd.png
 
}}
 
}}
  
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After you click '''Add''', the new Agent Group is listed on the '''Agents Group''' page. Select the Agent Group you just created. Note that there are two lists:
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{{CloudStep_Stack
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*'''All Agents''' lists all agents in your call center.
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|title=Adding agents to an Agent Group
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*'''Agents Groups Agent''' lists all agents in this particular Agent Group. For each agent that you want to add, click the agent row in the '''All Agents''' list and drag it to the '''Agents Groups Agent''' list.
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|text=When you create an Agent Group, you can go to the Agents tab and add agents to the group.  
  
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{{NoteFormat|On your Agent Group list, you might see Agent Group that have an '''Add script''' link in the script column. If you see this, it means that you or someone else created an Agent Group and didn't assign any agents to it. In other words, it's an empty group. You have the option to edit the group to manually add agents or click '''Add script'''  to create a virtual Agent Group. |2}}
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You can either drag the agent over to the Agent Groups Agent column, or you can click the box next to the agent's  name in the All Agents list and then click Add. This automatically drops the agent into the Agent Groups Agent list.
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|media1=AS_AddAgents_Button.png
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}}
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{{NoteFormat|On your Agent Groups list, you might see Agent Groups that have an '''Add script''' link in the script column. If you see this, it means that you or someone else created an Agent Group and no agents have been assigned to it. In other words, it's an empty group. You have the option to edit the group to manually add agents or click '''Add script'''  to create a virtual Agent Group. |2}}
  
 
{{CloudStep_Stack
 
{{CloudStep_Stack
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As opposed to a regular Agent Group, you can't manually add agents to a virtual Agent Group. Agents are automatically included in the group if the agent is assigned the skill that is specified in the script.  
 
As opposed to a regular Agent Group, you can't manually add agents to a virtual Agent Group. Agents are automatically included in the group if the agent is assigned the skill that is specified in the script.  
  
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After you add the script, you will see a link in the '''Script''' column on the '''Agent Groups''' page.. The script identifies the common skills shared by all agents that belong to the group. you can edit the script by double-clicking the script text and then updating the script in the dialog box that is displayed.
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After you add the script, you will see a link in the '''Script''' column on the '''Agent Groups''' page. The script identifies the common skills shared by all agents that belong to the group. You can edit the script by double-clicking the script text and then updating the script in the dialog box that is displayed.
  
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|media1=Umgr_add_virtual_agent_group.png
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|media1=ASVirtualAgentGroupAdd.png
 
}}
 
}}
  
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*'''Custom Agent States''': See [[DesktopSettings#Custom_agent_states|Manage Agent States]].
 
*'''Custom Agent States''': See [[DesktopSettings#Custom_agent_states|Manage Agent States]].
 
*'''Group Favorites''': Group favorites are configured the same way as Global Favorites. See [[DesktopSettings#Global_Favorites|Global Favorites]].
 
*'''Group Favorites''': Group favorites are configured the same way as Global Favorites. See [[DesktopSettings#Global_Favorites|Global Favorites]].
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*'''Statistics''': See [[DesktopSettings#Statistic_definitions|Statistics]].
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*'''External URLs''': See [[DesktopSettings#External_URLs|External URLs]].
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*'''Agent Statistics''': See [[DesktopSettings#Statistic_definitions|Statistics]].
 
*'''Case  Data''': See [[DesktopSettings#Case_Data|Manage Case and Toast Data]]
 
*'''Case  Data''': See [[DesktopSettings#Case_Data|Manage Case and Toast Data]]
 
*'''Toast Data''': See [[DesktopSettings#Toast_Data|Manage Case and Toast Data]].  
 
*'''Toast Data''': See [[DesktopSettings#Toast_Data|Manage Case and Toast Data]].  
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*'''Caller ID''': See [[DesktopSettings#Caller_ID|Manage Caller ID]].
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*'''Caller IDs''': See [[DesktopSettings#Caller_ID|Manage Caller ID]].
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*'''Desktop Options''': Use the '''Desktop Options''' tab to configure the desktop settings for the Agent Group. For information, see [[ConfigCallcenter#umgr_channels|Desktop Options]].
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*'''Desktop Options''': Use the '''Desktop Options''' tabs to configure the desktop settings for the Agent Group. For information, see [[ConfigCallcenter#Desktop_Options|Desktop Options]].
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*'''CRM Adapter''': Use the '''CRM Adapter''' tab to configure the Gplus Adapter settings for the Agent Group. For information, see [[ConfigCallcenter#CRMAdapterOptions|CRM Adapter options]].
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*'''CRM Adapter''': Use the '''CRM Adapter''' tabs to configure the Gplus Adapter settings for the Agent Group. For information, see [[ConfigCallcenter#CRM_Adapter_settings|CRM Adapter options]].
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|media1=Umgr_agent_group_config.png
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|media1=ASConfigureAgentGroup.png
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}}
 
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{{AnchorDiv|umgr_timeout}}
 
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{{CloudStep_Stack
 
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|title=Configuring automatic answering and timeout settings
 
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|text=In the '''Desktop Options''' tab of the '''Agent Groups''' window, you can configure the timeout settings for the Agent Group.  The timeout settings determine how long a chat or voice invitation remains active for an agent before it times out and then is routed to another agent.
 
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Select '''Auto Answer''' if you want voice interactions to be automatically answered when an agent receives the invitation. If you don't select '''Auto Answer''', configure the following values:
 
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*'''Timeout(min)''': Specifies the minutes of agent inactivity (no mouse or keyboard usage) that triggers application locking. If the agent has been inactive longer than the number of minutes specified by this option, the agent session is ended.
 
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*'''Alert before timeout(sec)''': Specifies the number of seconds that pass before the inactivity alert is sent to the agent.
 
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|media1=Umgr_configure_tiemout.png
 
 
}}
 
}}
  

Latest revision as of 12:32, October 2, 2020

Agent Groups

Important
This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Genesys Engage cloud for Administrators.



An Agent Group is a logical grouping of agents. Agent Groups are typically set up to provide particular sets of contact-center services.

Prerequisites

Before you can configure Agent Groups:

  • You need to configure skills that will assign to the Agent Groups. If you haven't done so already, go to the Skills tab and set up the skills you want to use.
  • If you plan on creating Agent Groups by selecting specific agent accounts to the group, you first need to add the agent accounts. If you want to set up Virtual Agent Groups, it is not necessary to add the agent accounts first.

Configuring Agent Groups

You have two options for creating Agent Groups:

  • Create an Agent Group and then manually add agents to the group. For example, if you want to create an Agent Group for a group of new hires, you create the Agent Group, and then manually add each of the new hire's agent accounts to the group.
  • Create a Virtual Agent Group to automatically group agents, according to their skills. You create an Agent Group object and define a script to identify the skills that you want the agents in the group to share. For example, you can create a virtual Agent Group for all agents that can speak Russian.

Both types of Agent Groups are configurable on the Agent Groups page. Use the following procedures to create and configure your Agent Groups:

Creating an Agent Group

1

In the New Agent Group window, type the name you want to assign to the Agent Group and click Save. In our example, the new Agent Group is a group of new hires, so let's name the Agent Group November2016 New Agents.

You can put the new Agent Group into a folder. This is useful for organizing your Agent Groups to make them easy to locate in the future. For example, you can place our new group into the Training Groups folder. When you select the Folder option, a drop-down list box is displayed where you can select a folder or click the add folder Umgr icon addFolder.png icon to create a new folder.

Adding agents to an Agent Group

1

When you create an Agent Group, you can go to the Agents tab and add agents to the group.

You can either drag the agent over to the Agent Groups Agent column, or you can click the box next to the agent's name in the All Agents list and then click Add. This automatically drops the agent into the Agent Groups Agent list.

Tip
On your Agent Groups list, you might see Agent Groups that have an Add script link in the script column. If you see this, it means that you or someone else created an Agent Group and no agents have been assigned to it. In other words, it's an empty group. You have the option to edit the group to manually add agents or click Add script to create a virtual Agent Group.

Creating a virtual Agent Group

1

You can create a virtual Agent Group by specifying a script when you add an Agent Group.

As opposed to a regular Agent Group, you can't manually add agents to a virtual Agent Group. Agents are automatically included in the group if the agent is assigned the skill that is specified in the script.

After you add the script, you will see a link in the Script column on the Agent Groups page. The script identifies the common skills shared by all agents that belong to the group. You can edit the script by double-clicking the script text and then updating the script in the dialog box that is displayed.

Configuring the desktop for an Agent Group

1

After you populate your Agent Group with agents, you can assign objects to the group. Under each of the following tabs, make your selections:

Next Steps

After you have configured Agent Groups, you can proceed to configure:

This page was last edited on October 2, 2020, at 12:32.
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