Creating a Agent Group

Version 1

    Details

    How to Create a Agent Call Group and set basic settings and the definitions of the settings for the Agents.


    Resolution

    ** Some group settings, including Not Ready Reason Required, Agent WrapUp Timeout, Initial Agent
    Status, Initial Not Ready Reason, and Audit group agents, can also be configured at the agent level
    (refer to Agent Settings Tab on page 79) and system‐wide (refer to System‐Wide Agent Settings on
    page 85). The agent group setting overrides the system‐wide setting and the agent setting overrides
    the agent group setting.**

    To Create an Agent Group:
    1 On the Agents page (in the Management Portal, click Agents/Skills/Services>Agents), click the
    Create Group button. The New agent group dialog box opens.
    2 Type the name of the agent group you want to create
    3 You can change the agent group Name, if needed.
    4 In the Not Ready Reason Required field, you can specify if all agents in the group must indicate
    a Not Ready reason when switching to the Not Ready state:
    • Use server defined ‐ Use the Not Ready Reasons Are Required defined system‐wide (refer to
    System‐Wide Agent Settings on page 85).
    • Required ‐ The agent must indicate a Not Ready reason when switching to the Not Ready
    state.
    • Not Required ‐ The agent does not need to indicate a Not Ready reason when switching to
    the Not Ready state.
    5 In the Agent WrapUp Timeout field, you can specify the automatic WrapUp Timeout for all
    agents in the group:
    • Use server defined ‐ Use the WrapUp Timeout defined system‐wide (refer to System‐Wide
    Agent Settings on page 85).
    • Use group defined ‐ Use the WrapUp Timeout defined for the agent group; the time frame
    (in seconds) is specified in the Seconds field.
    • Disable ‐ No limit on the WrapUp Timeout is imposed; the agent remains in the After‐Call
    Work state until manually switching to the Ready state.
    6 If you selected Use group defined in the WrapUp Timeout field, specify in the Seconds field
    the maximum amount of time the agent can spend in the After‐Call Work state.
    7 Specify the initial agent status upon login for all agents in the group:
    • Use server defined ‐ Use the Initial Agent Status defined system‐wide (refer to System‐Wide
    Agent Settings on page 85).
    • Ready ‐ Upon login, the agent status will be set to Ready.
    • Not Ready ‐ Upon login, the agent status will be set to Not Ready.
    8 If you set the Initial Agent Status to Not Ready, you can specify the Not Ready reason default
    (if you created additional Not Ready reasons, or made changes to the names of the default
    reasons, they will appear in the list of options) for all agents in the group:
    • Use server defined ‐ Use the Initial Not Ready Reason defined system‐wide (refer to System‐
    Wide Agent Settings on page 85).
    • <no reason>
    • Lunch
    • Break
    • Meeting
    • Away from Desk
    9 In the Audit group agents field, specify if you want to record agent state changes in the IPCM
    database for historical reports:
    • Use server defined ‐ Use the Audit Agents option defined system‐wide (refer to System‐
    Wide Agent Settings on page 85).
    • Yes ‐ Select this option to enable auditing for all agents in the group.
    • No ‐ Select this option to disable auditing for all agents in the group.
    10 Click the OK button. The new agent group appears on the Agents page.
    11 Click the Commit Changes button on the Agents page to apply the change. Click the Discard
    Changes button if you want to undo the change.