PEC-AS/Current/ManageCC/Create agent groups - Revision history

WikiSysop at 16:01, June 28, 2022

2022-06-28T16:01:08Z

Lakshmi.Krishnamurthy.IX: Published

2022-03-25T05:29:32Z

Published

Monique.gionet@genesys.com: Published

2021-10-14T18:13:42Z

Published

Monique.gionet@genesys.com: Published

2021-05-27T17:16:53Z

Published

Monique.gionet@genesys.com: Published

2020-12-18T13:19:49Z

Published

Mgionet: Published

2020-08-11T19:49:12Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:31:36Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:36Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-08T17:38:52Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Agent groups
|TocName=Agent groups
|Context=Organize your agents into groups so they're easier to manage.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Agent Setup
|Prereq=
|Section={{Section
|sectionHeading=Prerequisites
|anchor=Prerequisites
|alignment=Vertical
|Media=
|image=
|structuredtext=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 {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_skills|display text=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 {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|display text=add the agent accounts}}. If you want to set up Virtual Agent Groups, it is not necessary to add the agent accounts first.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Configuring Agent Groups
|anchor=ConfiguringAgentGroups
|alignment=Vertical
|Media=
|image=
|structuredtext=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:

{{Section
|sectionHeading=Creating an Agent Group
|Media=Image|anchor=|alignment=Horizontal|structuredtext= 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>.

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.

|image=ASAgentGroupAdd.png
}}
{{Section
|sectionHeading=Adding agents to an Agent Group
|Media=Image|anchor=|alignment=Horizontal|structuredtext=
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.
|structuredtextwide={{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}}
|image=AS_AddAgents_Button.png
}}
{{Section
|sectionHeading=Creating a virtual Agent Group
|Media=Image|anchor=|alignment=Horizontal|structuredtext=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.

|image=ASVirtualAgentGroupAdd.png
}}

{{Section
|sectionHeading=Configuring the desktop for an Agent Group
|anchor=|alignment=Vertical|structuredtext=[[File:ASConfigureAgentGroup.png]]

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

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Dispositions}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agent_states|display text=Custom agent states}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Work_with_Global_Favorites|display text=Group favorites}}: Group favorites are configured the same way as Global Favorites.
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=External_URLs|display text=External URLs}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Statistics_options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Case_and_toast_data}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Caller_ID|display text=Caller ID}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Salesforce_options}}: Use the '''CRM Adapter''' tabs to configure the Gplus Adapter settings for the Agent Group.
}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Next Steps
|anchor=NextSteps
|alignment=Vertical
|Media=
|image=
|structuredtext=After you have configured Agent Groups, you can proceed to configure:

*Business attribute overrides ({{Link-SomewhereInThisVersion|manual=ManageCC|topic=Transactions}})
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Templates}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 36: / Line 36: @@
 By default the '''State''' of a new Agent Group is automatically enabled. By clicking '''Disable''' you can disable any Agent Group.
-|image=GAPI-20769_August2020.png
+|image=NewAgentgroup.png
 }}
 {{Section
@@ Line 45: / Line 45: @@
 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.
 |structuredtextwide={{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}}
-|image=AS_AddAgents_Button_May2021.png
+|image=AddingAgents.png
 }}
-You can assign a designated supervisor for an agent group. A supervisor monitors the performance of the agents in the agent group. Use the <b>Agent Group Supervisor</b> drop-down list to select a supervisor. Tasks varies for the supervisor to manage and support the agent group depending on the role assigned. See {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Supervisor_options|display text=Supervisor options}} for the various supervisor options. {{Section
+You can assign a designated supervisor for an agent group. A supervisor monitors the performance of the agents in the agent group. Use the <b>Agent Group Supervisor</b> page to select a supervisor. Tasks varies for the supervisor to manage and support the agent group depending on the role assigned. See {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Supervisor_options|display text=Supervisor options}} for the various supervisor options.
 |sectionHeading=Creating a virtual Agent Group
 |Media=Image|anchor=|alignment=Horizontal|structuredtext=You can create a virtual Agent Group by specifying a script when you add an Agent Group.
@@ Line 56: / Line 68: @@
 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.
-|image=AS_AgentGroup_General_May2021_GAPI-28286.png
+|image=VirtualAgentgroup.png
 }}
@@ Line 77: / Line 89: @@
 {{Section
 |sectionHeading=Configuring the desktop for an Agent Group
-|anchor=|alignment=Vertical|structuredtext=[[File:AS_AgentGroup_General2_May2021_GAPI-28286.png|400x400px]]
+|anchor=|alignment=Vertical|structuredtext=[[File:ConfiguringDesktop.png|400x400px]]
 After you populate your Agent Group with agents, you can assign objects to the group. Under each of the following tabs, make your selections:

@@ Line 76: / Line 76: @@
 {{Section
 |sectionHeading=Configuring the desktop for an Agent Group
-|anchor=|alignment=Vertical|structuredtext=[[File:AS_AgentGroup_General2_May2021_GAPI-28286.png]]
+|anchor=|alignment=Vertical|structuredtext=[[File:AS_AgentGroup_General2_May2021_GAPI-28286.png|400x400px]]
 After you populate your Agent Group with agents, you can assign objects to the group. Under each of the following tabs, make your selections:
@@ Line 88: / Line 88: @@
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Caller_ID|display text=Caller ID}}
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Salesforce_options}}: Use the '''Gplus Salesforce''' tabs to configure the Gplus Adapter settings for the Agent Group.
 }}
 |Status=No

@@ Line 81: / Line 81: @@
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Dispositions}}
-*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agent_states|display text=Custom agent states}}
+*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agent_states|display text=Custom agent states}}:  Custom Agent States only displays existing '''Not Ready''' codes created under the {{Link-SomewhereInThisVersion|manual=ManageCC|topic=CC_options_overview|display text=Contact Center Settings}}.
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Work_with_Global_Favorites|display text=Group favorites}}: Group favorites are configured the same way as Global Favorites.
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=External_URLs|display text=External URLs}}

@@ Line 8: / Line 8: @@
 |Role=Administrator
 |Application=Agent Setup
 |Section={{Section
 |sectionHeading=Prerequisites
 |anchor=Prerequisites
 |alignment=Vertical
 |structuredtext=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 {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_skills|display text=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 {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Create_agents|display text=add the agent accounts}}. If you want to set up Virtual Agent Groups, it is not necessary to add the agent accounts first.
 |Status=No
 }}{{Section
@@ Line 26: / Line 21: @@
 |anchor=ConfiguringAgentGroups
 |alignment=Vertical
 |structuredtext=You have two options for creating Agent Groups:
@@ Line 41: / Line 34: @@
 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.
-|image=ASAgentGroupAdd.png
+By default the '''State''' of a new Agent Group is automatically enabled. By clicking '''Disable''' you can disable any Agent Group.
 }}
 {{Section
@@ Line 60: / Line 55: @@
 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.
-|image=ASVirtualAgentGroupAdd.png
+|image=GAPI-20769_August2020b.png
 }}
 {{Section
 |sectionHeading=Configuring the desktop for an Agent Group
-|anchor=|alignment=Vertical|structuredtext=[[File:ASConfigureAgentGroup.png]]
+|anchor=|alignment=Vertical|structuredtext=[[File:GAPI-20769_August2020c.png]]
 After you populate your Agent Group with agents, you can assign objects to the group. Under each of the following tabs, make your selections:
@@ Line 76: / Line 87: @@
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Case_and_toast_data}}
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Caller_ID|display text=Caller ID}}
-*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Salesforce_options}}: Use the '''CRM Adapter''' tabs to configure the Gplus Adapter settings for the Agent Group.
+*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Salesforce_options}}: Use the '''Gplus Salesforce''' tabs to configure the Gplus Adapter settings for the Agent Group.
 }}
 |Status=No
 }}{{Section
@@ Line 85: / Line 94: @@
 |anchor=NextSteps
 |alignment=Vertical
 |structuredtext=After you have configured Agent Groups, you can proceed to configure:
 *Business attribute overrides ({{Link-SomewhereInThisVersion|manual=ManageCC|topic=Transactions}})
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Templates}}
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Organize your agents into groups so they're easier to manage.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Agent Setup

PEC-AS/Current/ManageCC/Create agent groups - Revision history

WikiSysop at 16:01, June 28, 2022

Lakshmi.Krishnamurthy.IX: Published

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

Mgionet: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"