Adding agent groups

No additional agent groups are required to enable voice-only employees for multimedia. As part of Simplified Configuration, existing voice agent groups are automatically enabled for multimedia during the upgrade, if the Unified Queue Group Wizard is used.

If you have agents who handle non-voice media interactions only, you will need to add agent groups accordingly.

You add agent groups and then associate employees to these groups.

Agent group presence, previously only available to voice agents, is now also available for multimedia agents. Agents and supervisors can adjust a member’s presence in an agent group. By default, on login, agents are present in all of their agent groups. You can adjust this setting in the Agent group device page of YourSite Explorer. See "Managing agent group membership, presence, and skill level".

For more information and configuration details, see "Adding agent groups" in the "Configuring your multimedia contact center" section of this guide.