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. Employees whose agents’ default presence is Absent will be set in the Logged In Not Present Agent state when they join their agent group. To handle that media type, the employee must change their agent state manually in Ignite or Contact Center Client. Employees whose agents’ default presence is Present will be set in the Idle Agent state when they join their agent group. For details about Agent States, see "Employee and Agent state indicators".

If you are upgrading to Multimedia Contact Center version 8.1, agent groups can be modified automatically through the Unified Queue Group Wizard to support new types of media. The Unified Queue Group Wizard, located in the Queue device page in YourSite Explorer, if selected, updates agent groups that are associated to selected voice queues and adds the ability for these agent groups to also handle, for example, chat and email queues. For more information on the Unified Queue Group Wizard, see "Adding a Unified queue group".

Note:
  • If an administrator attempts to add a group to YourSite that is already in the database the system notifies the administrator that the group is already present. When an administrator adds a series of groups to YourSite, such as Queue Groups 1 to 5, if the system detects the administrator has already added Queue Group 3, then it will not add Queue Group 3 or any subsequent queues in the series (that is, Queue 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.
  • Workgroup does not support Contact Center resiliency. You cannot program failover media servers for ACD agents and extensions.
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 Multimedia > Agent groups.

To add an agent group
  1. In Agent groups, 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, 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 your multimedia contact center
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