Filtering Agents and Teams

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• Supervisor

In the Configuration > Shared Transport view filter a list of agents or teams.

agents and teams.

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• How Workforce Management works

When you have large numbers of agents and teams, you might want to use the Filter (found at the top of the Shared Transport and Meetings panes) to easily and conveniently group them. For example, you might want to filter agents associated with a certain team or site, or to filter teams associated with a certain site.

After you have created one or more filters they appear as bullets above the Shared Transport or Meetings list. If only one item is selected for the filter, the bullet shows the name of that item. If more than one item is selected, the bullet shows the number of items in the filter.

Filtering agents

To create a filter for selected agents:

1. Select a site.
2. Click Filter .
   When the Agents and Teams tabs appear, the Agents tab is selected by default.
3. Click Add .
   The Agents pane opens, containing a list of available agents and the following controls:

   Search field	Enables you to enter criteria to quickly find agents in long lists.
   Search by: radio buttons	Enable you to search for available agents by First Name, Last Name or Employee ID.
   Apply	Applies the agents you select from the Available Agents list to the Filtered by Agents list.
   Close	Closes the Available Agents pane without applying any selections.
   Sort	Sort the available agents by First Name, Last Name, Employee ID, Site, or Team.

4. Select one of more agents, and click Apply .
5. In the Agents tab, if the filter contains all selected agents, click Apply again.
   To remove an agent from the filter, click Remove before applying the filter.
   To close this pane without applying any of the selected items, click Close .

Filtering teams

Filtering meetings by Team relies on a notion that all team members are also participants of the meeting, otherwise the meeting is filtered out. Most likely, you will filter meetings by Team when you are trying to find a meeting time that is suitable for the entire team (not just a single member of the team).

To create a filter for selected teams:

1. Select a site.
2. Click Filter .
   When the Agents and Teams tabs appear, select Teams.
3. Click Add .
   The Teams pane opens, containing a list of teams and the following controls:

   Apply	Applies the selected teams to the filter and adds them to the Filter by Teams list.
   Close	Closes the Teams pane and does not apply any selections.
   Search field	Enables you to enter criteria to quickly find teams in long lists.
   Sort	Sorts the Teams list by Team or Site

4. Select one of more teams, and click Apply .
5. In the Teams tab, if the filter contains all selected teams, click Apply again.
   To remove a team from the filter, click Remove before applying the filter.
   To close the Teams tab without applying any of the selected items, click Close .

Viewing and removing filters

The Filters appear at the top of the Shared Transport list, which now contain only the filtered items. Click any one of the bullets to see the items contained in that filter. For example, in the figure below the Teams (2) filter was clicked, which opened the Teams tab displaying the items in that filter.

To remove a filter without opening it, click the X in the bullet itself.

Figure: Filter Bullets in Shared Transport View