Adding agent groups

Administrators must add agent groups to the YourSite database and associate employees to these agent groups. An employee and their agents can be associated to more than one agent group.

When agent groups are created, an employee’s agents are assigned a default group presence, either Present or Absent. An additional default group presence option (Last Known) is available for the voice agents on MiVoice Business platform. Employees whose agents’ default presence is Absent will not be present in the agent group after logging in their agents. To handle that media type, the employee must change their agent state manually in Contact Center Client or Ignite. Employees whose agents’ default presence is Present will be present in the agent group when they log in.

Note:
  • If you attempt to add a group to YourSite that is already in the database the system notifies you that the group is already present. When you add a series of groups to YourSite, such as Agent Groups 1 to 5, if the system detects you have already added Agent Group 3, then it will not add Agent Group 3 or any subsequent agent groups in the series (that is, Agent Group 4 or 5) to the database.
  • Deleting an agent group that is currently the last member of a voice or multimedia queue will invalidate that queue. Deleting an agent group that is associated to an activity in an Inqueue workflow will create a validation error. The queue will not be able to be saved until another agent group is associated to it. It is recommended that you disassociate agent groups from queues and their associated Inqueue workflows before deleting the agent group.
  • If you want to remove Voice handling from an agent group previously enabled to handle Voice, you must delete the agent group, writeback the deletion to the voice media server, and then recreate the agent group.
To set up an agent group, administrators must:
  • Add an agent group
  • Manage agent group membership, presence, and skill level
  • Specify agent group options for the 3300 ICP media server
The following procedures explain how to:
  • Add an agent group
  • Disable monitoring and device collection for an agent group
  • Specify if the agent group uses skills

The following configuration takes place in YourSite > Agent groups.

To add an agent group
  1. Click Add.
  2. Type a Name for the agent group.
  3. Type a Reporting number for the agent group.
  4. Select the media type(s) the agent group will handle.

    See the following table.

    Table 1. Media icons
    Media Type Media Icon
    Voice

    Chat

    Email

    SMS

    Open Media

  5. If you select voice media and have multiple voice media servers, select the voice media server and click OK.
    Note:

    If this agent group is not handling voice interactions, then this option will not be available.

  6. Click Save.
To disable monitoring and device collection for an agent group
  1. Select an agent group.
  2. Select Disable real-time monitoring and data collection on this device.
  3. Click Save.
To specify if the agent group uses skills
  1. Select an agent group.
  2. Select The group uses skills.
  3. Click Save.
Parent topic: Configuring devices manually
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