PEC-WFM/Current/Supervisor/CfgAgts - Revision history

Mary.hachey@genesys.com: Published

2021-01-21T13:32:22Z

Published

Mhachey: Published

2020-10-13T13:23:45Z

Published

Mhachey: Published

2020-09-18T14:12:38Z

Published

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

2020-07-25T02:36:20Z

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

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

2020-07-15T11:48:56Z

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

Bgrenon: Published

2020-06-08T15:29:30Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Agents
|Application=Workforce Management
|Role=Supervisor
|TocName=Agents
|Platform=PureEngage
|ComingSoon=No
|Context=View and configure agent properties, and assign Activities, Contracts, or Rotating Patterns to agents.
|Section={{Section
|Standalone=No
|ComingSoon=No
|alignment=Vertical
|structuredtext=The '''Agents''' module consists of the two panes described below.

== Agents pane ==
This pane displays a list of agents in the selected site within the enterprise, with the agent's first name, last name, ID number, and hire date. Use the '''Search''' function to generate quick and accurate results (even when using partial search criteria).

==Properties pane==
This pane enables you to configure various settings in five categories. Click to open the following panes:

#{{Link-SomewhereInThisManual|topic=AgtPrpts|anchor=top|display text=Properties}}
#{{Link-SomewhereInThisManual|topic=AgtActvs|anchor=top|display text=Activities}}
#{{Link-SomewhereInThisManual|topic=AgtCntRtPtns|anchor=top|display text=Contracts and Rotating Patterns}}
#{{Link-SomewhereInThisManual|topic=AgtTmOffs|anchor=top|display text=Time Off}}
#{{Link-SomewhereInThisManual|topic=AgtTOBnses|anchor=top|display text=Time-Off Bonuses}}

<br />
|Status=No
}}
}}

@@ Line 41: / Line 41: @@
 *'''Rank:'''&mdash;Optional<nowiki>:</nowiki> A setting that can be used as the criteria for allocating the agent's preferences during scheduling. The value for an agent's ranking can contain up to 5 digits. If you do not use ranking, leave this parameter value at <tt>0</tt> (which is the lower rank value). The rank settings affect Workforce Management only; It is not related to the agent's ranking that is configured in Configuration Manager.
 *'''Comments:'''&mdash;Any comments that are related to the agent.
-*'''[[File: WM_851_icon-save.png|link=]] Save Now'''&mdash;To save any changes, click this icon at the top of the pane.
+*'''[[File: WM_851_icon-save.png|link=]] Save Now'''&mdash;To save any changes, click this icon at the top of the pane. If you do not have at least one of the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=RolPrvlgsOvrw|anchor=AgntPrv|display text=Edit}} privileges in the '''Agents''' view, this icon is disabled and you cannot save changes.
 *'''[[File: WM_851_icon-help.png|link=]]''' '''Help'''&mdash;To view a Help topic about the '''Properties''' pane, click this icon at the top of the pane.

@@ Line 24: / Line 24: @@
 *{{Link-SomewhereInThisManual|topic=AgtCntRtPtns|anchor=top|display text=Contracts and Rotating Patterns}}
 *{{Link-SomewhereInThisManual|topic=AgtTmOffs|anchor=top|display text=Time Off}}
-*{{Link-SomewhereInThisManual|topic=AgtTOBnses|anchor=top|display text=Time-Off Bonuses}}
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=AgtTmOffs|anchor=AgtTOBnses|display text=Time-Off Bonuses}}
-{{AnchorDiv|AgentRank}}
+{{AnchorDiv|AgentRank}} {{AnchorDiv|HrDt}}
 Click '''Properties''' at the top of the pane to see the following information:

@@ Line 2: / Line 2: @@
 |Standalone=No
 |DisplayName=Agents
 |TocName=Agents
 |Platform=GenesysEngage-cloud
-|ComingSoon=No
+|Role=Supervisor
-|Context=View and configure agent properties, and assign Activities, Contracts, or Rotating Patterns to agents.
+|Application=Workforce Management
 |Section={{Section
 |alignment=Vertical
-|structuredtext=The '''Agents''' module consists of the two panes described below.
+|structuredtext=This  module consists of the '''Agents''' and '''Properties''' panes, described below.
-== Agents pane ==
+{{AnchorDiv|AddgActvt}}
-This pane displays a list of agents in the selected site within the enterprise, with the agent's first name, last name, ID number, and hire date.  Use the '''Search''' function to generate quick and accurate results (even when using partial search criteria).
+===Adding activities===
-==Properties pane==
+#Double-click the '''Effective Date''' field to change the date or keep the current date (default).
-This pane enables you to configure various settings in five categories. Click to open the following panes:
+#In the '''Status''' drop-down list, select '''Primary''', '''Secondary''', '''Auto''', or '''Disabled'''.
-#{{Link-SomewhereInThisManual|topic=AgtPrpts|anchor=top|display text=Properties}}
+{{AnchorDiv|DltgActvt}}
-#{{Link-SomewhereInThisManual|topic=AgtActvs|anchor=top|display text=Activities}}
+===Deleting activities===
-#{{Link-SomewhereInThisManual|topic=AgtCntRtPtns|anchor=top|display text=Contracts and Rotating Patterns}}
+To delete an activity:
-<br />
+#Select an activity.
 |Status=No
 }}
 }}

PEC-WFM/Current/Supervisor/CfgAgts - Revision history

Mary.hachey@genesys.com: Published

Mhachey: Published

Mhachey: Published

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

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

Bgrenon: Published

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

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