PEC-REP/Current/RT/AgentManagement - Revision history

WikiSysop at 13:15, June 16, 2022

2022-06-16T13:15:55Z

WikiSysop at 12:30, May 18, 2022

2022-05-18T12:30:41Z

WikiSysop at 12:15, May 16, 2022

2022-05-16T12:15:37Z

Tgilchri: Published

2022-03-29T13:51:09Z

Published

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{{Article
|Standalone=No
|DisplayName=Pulse Manage Agents
|Context=Using Agent Widgets, perform agent management actions such as managing agent skills, or forcing agents to logout.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Supervisor
|Application=Pulse Reporting
|Section={{Section
|alignment=Vertical
|structuredtext=Starting with release 100.0.000.0012, Genesys Pulse offers a new Manage Agents tab, where Pulse Administrators and Pulse Managers can:

*View information about each agent.
*Change agent skills.
*Log out agents (terminate agent login sessions).

[[File:PA_90_ManageAgents.png|thumb|right|The Manage Agents tab]]
The following fields are displayed for each agent, as shown in the figure '''The Manage Agents tab''':

*Agent Group (This is displayed only if the agent widget was created “By Group”; otherwise “N/A” is displayed)
*Agent's Name
*Current Status
*Time in State
*Reason Code
*User ID
*Skills

{{NoteFormat|Pulse collects the data in these fields only if the Agent Management feature is enabled, and also collects data for the following hidden fields: '''Agent DBID''', '''Switch DBID''', '''Agent DN''', '''Tenant ID''', and '''Employee ID'''.}}
|Status=No
}}{{Section
|sectionHeading=Enable the Manage Agents tab
|alignment=Vertical
|structuredtext=Manage Agents features are not enabled by default. Before you can use these features, you must complete the following steps to enable them:
[[File:PA_90_EnableManageAgents.png|thumb|right|Enable Manage Agents]]
[[File:PA_90_Kebab_ManageAgents.png|thumb|right|Open the Manage Agents tab]]

#Edit the agent widget, and enable '''Manage Agents''', as shown in the figure '''Enable Manage Agents'''.
#Click the '''Manage Agents''' link on the kebab menu (the three vertical dots menu) of the widget, and open the '''Manage Agents''' tab as shown in the figure '''Open the Manage Agents tab'''.
#:You can now manage agents.
{{NoteFormat|
*Genesys Pulse starts collecting additional stats once the Management Agents feature is enabled. This can take several minutes, depending on the number of agents in the widget.
* When the Management Agents feature is disabled, Genesys Pulse stops collecting additional stats.|2}}
|Status=No
}}{{Section
|sectionHeading=Change skills
|alignment=Vertical
|structuredtext=From the '''Manage Agents''' tab, you can change skills of the selected agents.
[[File:PA_90_AddRemoveSkills.png|thumb|right|The Add/remove skills window]]
To modify agents skills:

#Open the '''Manage Agents''' tab.
#Select one or more agents.
#Click '''Change Skills'''.
#*The '''Add/Remove Skills''' window shows selected agents and their current skills, as shown in the figure '''The Add/remove skills window''':
#**For a given skill, if all selected agents have the same skill level, the corresponding skill level is displayed next to the skill.
#**For a given skill, if not all selected agents have the same skill level, the text '''Multiple values''' is displayed next to the skill.
#**For a given skill, if none of the selected agents have the skill, the skill is displayed as disabled (grayed out) with the skill level value '''-'''.
#**:Skills are ordered alphabetically by default; all the selected or partially selected skills are grouped before the non-selected skills. You can add new skills, change the skills levels, or remove existing skills. If a skill is selected or partially selected, a single click on a skill level or any editing (pressing enter, backspace, delete, or any number) of the focused skill level, will display the skill level as editable with a cursor. When selecting the checkbox, the skill level becomes editable with a cursor, automatically. To stop a skill level editing, press enter or move focus away from the skill level cell.
#**:{{NoteFormat|To successful confirm changes, Genesys Pulse users must have the Write (Change/Update) permission on the Person object (for all agents to be changed) in the Configuration Server.|2}}
#Add new skills, change the skill levels, or remove existing skills.
#Click '''Confirm'''.<br/>The '''Manage Agents''' tab shows modified skills. Depending on the refresh rate of the widget, after you make a change, it may take some time for the Manage Agents tab to show updated skills.
|Status=No
}}{{Section
|sectionHeading=Terminate an agent login session
|alignment=Vertical
|structuredtext=From the '''Manage Agents''' tab, you can terminate an agent login session.

To terminate an agent login session:
[[File:PA_90_LogoutPopup.png|thumb|right|The Log Out Agents window]]

#Open the '''Manage Agents''' tab.
#Select one or more agents.
#Click '''Log Out'''.
#The '''Log Out Agents''' window appears, as shown in the figure '''The Log Out Agents window''', which lists the selected agents and their current statuses. The '''Log Out''' action applies only to logged-in agents; if you select multiple agents, some of whom are logged in and some of whom are logged, the '''Log Out Agents''' window lists only the agents who are logged in.
#Click '''Confirm'''.
#Updated agent statuses are displayed on the '''Manage Agents''' tab.
|Status=No
}}
}}

@@ Line 13: / Line 13: @@
 *View information about each agent.
 *Change agent skills.
-*Log out agents (terminate agent login sessions).
+*Log out agents (end agent login sessions).
 [[File:PA_90_ManageAgents.png|thumb|right|The Manage Agents tab]]
-The following fields are displayed for each agent, as shown in the figure '''The Manage Agents tab''':
+Pulse displays the following fields for each agent, as shown in the figure '''The Manage Agents tab''':
-*Agent Group (This is displayed only if the agent widget was created “By Group”; otherwise “N/A” is displayed)
+*Agent Group (Pulse displays Agent Group only if the agent widget was created <nowiki>''</nowiki>By Group<nowiki>''</nowiki>; otherwise it displays <nowiki>''</nowiki>N/A<nowiki>''</nowiki>)
 *Agent's Name
 *Current Status
@@ Line 26: / Line 26: @@
 *Skills
-{{NoteFormat|Pulse collects the data in these fields only if the Agent Management feature is enabled, and also collects data for the following hidden fields: '''Agent DBID''', '''Switch DBID''', '''Agent DN''', '''Tenant ID''', and '''Employee ID'''.}}
+{{NoteFormat|Pulse collects the data in these fields only if the Agent Management feature is enabled. Pulse also collects data for the following hidden fields: '''Agent DBID''', '''Switch DBID''', '''Agent DN''', '''Tenant ID''', and '''Employee ID'''.|}}
 |Status=No
 }}{{Section
@@ Line 33: / Line 33: @@
 |Media=Video
 |image=709005910
-|AltText=This video demonstrates how use Pulse Mange Agents
+|AltText=Learn how use Pulse Manage Agents.
 |Status=No
 }}{{Section
@@ Line 43: / Line 43: @@
 #Edit the agent widget, and enable '''Manage Agents''', as shown in the figure '''Enable Manage Agents'''.
-#Click the '''Manage Agents''' link on the kebab menu (the three vertical dots menu) of the widget, and open the '''Manage Agents''' tab as shown in the figure '''Open the Manage Agents tab'''.
+#On the '''More''' menu (the three vertical dots gadget) of the widget, click the '''Manage Agents''' link, and open the '''Manage Agents''' tab as shown in the figure '''Open the Manage Agents tab'''.
 #:You can now manage agents.
 {{NoteFormat|
-*Genesys Pulse starts collecting additional stats once the Management Agents feature is enabled. This can take several minutes, depending on the number of agents in the widget.
+*Genesys Pulse starts collecting the additional stats once the Management Agents feature is enabled. This can take several minutes, depending on the number of agents in the widget.
-* When the Management Agents feature is disabled, Genesys Pulse stops collecting additional stats.|2}}
+* Genesys Pulse stops collecting the additional stats once the Management Agents feature is disabled.|2}}
 |Status=No
 }}{{Section
@@ Line 58: / Line 58: @@
 #Open the '''Manage Agents''' tab.
 #Select one or more agents.
-#Click '''Change Skills'''.
+#Click '''Change Skills''', and optionally add new skills, change skill levels, or remove existing skills:
-#*The '''Add/Remove Skills''' window shows selected agents and their current skills, as shown in the figure '''The Add/remove skills window''':
+#:The '''Add/Remove Skills''' window shows selected agents and their current skills, as shown in the figure '''The Add/remove skills window''':
-#**For a given skill, if all selected agents have the same skill level, the corresponding skill level is displayed next to the skill.
+#*For a given skill, if all selected agents have the same skill level, the corresponding skill level is displayed next to the skill.
-#**For a given skill, if not all selected agents have the same skill level, the text '''Multiple values''' is displayed next to the skill.
+#*For a given skill, if not all selected agents have the same skill level, the text '''Multiple values''' is displayed next to the skill.
-#**For a given skill, if none of the selected agents have the skill, the skill is displayed as disabled (grayed out) with the skill level value '''-'''.
+#*For a given skill, if none of the selected agents have the skill, the skill is displayed as disabled (grayed out) and the skill level value is displayed as '''-'''.
-#**:Skills are ordered alphabetically by default; all the selected or partially selected skills are grouped before the non-selected skills. You can add new skills, change the skills levels, or remove existing skills. If a skill is selected or partially selected, a single click on a skill level or any editing (pressing enter, backspace, delete, or any number) of the focused skill level, will display the skill level as editable with a cursor. When selecting the checkbox, the skill level becomes editable with a cursor, automatically. To stop a skill level editing, press enter or move focus away from the skill level cell.
+#*Skills are ordered alphabetically by default; all the selected or partially selected skills are grouped before the non-selected skills.
-#**:{{NoteFormat|To successful confirm changes, Genesys Pulse users must have the Write (Change/Update) permission on the Person object (for all agents to be changed) in the Configuration Server.|2}}
+#*You can add new skills, change the skills levels, or remove existing skills.
-#Add new skills, change the skill levels, or remove existing skills.
+#*If you have selected a skill (or partially selected a skill), click on a skill level or perform any edit action (press enter, backspace, delete, or any number) of the focused skill level to display the skill level as editable with a cursor.
-#Click '''Confirm'''.<br />The '''Manage Agents''' tab shows modified skills. Depending on the refresh rate of the widget, after you make a change, it may take some time for the Manage Agents tab to show updated skills.
+#*When you select the checkbox, the skill level becomes editable with a cursor, automatically.
 |Status=No
 }}{{Section
-|sectionHeading=Terminate an agent login session
+|sectionHeading=End an agent login session
 |alignment=Vertical
-|structuredtext=From the '''Manage Agents''' tab, you can terminate an agent login session.
+|structuredtext=From the '''Manage Agents''' tab, you can end an agent login session.
-To terminate an agent login session:
+To end an agent login session:
 [[File:PA_90_LogoutPopup.png|thumb|right|The Log Out Agents window]]
@@ Line 79: / Line 82: @@
 #Select one or more agents.
 #Click '''Log Out'''.
-#The '''Log Out Agents''' window appears, as shown in the figure '''The Log Out Agents window''', which lists the selected agents and their current statuses. The '''Log Out''' action applies only to logged-in agents; if you select multiple agents, some of whom are logged in and some of whom are logged, the '''Log Out Agents''' window lists only the agents who are logged in.
+#The '''Log Out Agents''' window appears, as shown in the figure '''The Log Out Agents window''', which lists the selected agents and their current statuses. <br />The '''Log Out''' action applies only to logged-in agents. If you select multiple agents, some of whom are logged in and some of whom are logged, the '''Log Out Agents''' window lists only the agents who are logged in.
-#Click '''Confirm'''.
+#Click '''Confirm'''.<br />The '''Manage Agents''' tab displays updated agent statuses.
 |Status=No
 }}
 }}

@@ Line 9: / Line 9: @@
 |Section={{Section
 |alignment=Vertical
 |structuredtext=Starting with release 100.0.000.0012, Genesys Pulse offers a new Manage Agents tab, where Pulse Administrators and Pulse Managers can:
 *View information about each agent.