Jump to: navigation, search

Standard Agent Groups

Use a standard agent group when you have a single phone number available for the all agents in the group and you want the agent to disconnect between each inbound call.

The standard agent group is the default agent group type. Using a standard agent group allows you to:

  • Create daily and recurring schedules for agent groups
  • Manage multiple outbound sub-campaigns with a single agent group
  • Manage inbound and outbound sub-campaigns together
  • Use scripts that have two or more Direct Connect numbers
  • Point inbound and outbound calls to the same agent group so that traffic from the inbound sub-campaign does not flood the center while the outbound sub-campaign is running
  • View the customer's Caller ID on the contact center phone

The standard agent group does not support Fast Connect or Agent Portal applications, and does not use the messaging system hold queue.

Create a Standard Agent Group

Agents in a standard agent group operate in a defined schedule and use the same phone number. A standard agent group requires one schedule/phone number combination.

To create a standard agent group:

  1. On the Agent Groups menu bar, select New. The New Agent Group page appears.
  2. In the Name box, enter a unique name for the agent group.
  3. From the Type menu, select Standard.
  4. From the Time Zone list, select the time zone in which the agents will be operating.
  5. In the Phone Number field, enter the country code and phone number (for example, +1 888 555 0001, +18885550001, or +1-888-555-0001).
  6. In the Skill(s) field, enter the associated skills, separated by commas.
  7. Specify the Inbound call target seconds to answer.

See Agent Group Schedules to learn how to create and edit an agent group schedule.

Edit Standard Agent Group Settings

The agent group type (standard, portal, enhanced) cannot be changed. You must delete the agent group and configure a new one.

To edit the settings for a standard agent group:

  1. From the Agent Group list, select the agent group.
  2. Select Edit. The Edit Agent Group page appears.
  3. Edit the name, select a different time zone and/or edit the phone number.
  4. Select Enable Remote Pacing.
  5. In the Skill(s) field, enter the associated skills, separated by commas.

Delete a Standard Agent Group

To delete a standard agent group:

  1. On the Agent Groups list, select the agent group to be deleted.
  2. From the dropdown menu, select Delete. The Delete Agent Group Confirmation dialog appears.
  3. Click Yes. The Agent Group list is refreshed, without the deleted agent group.

Related Topics

This page was last edited on August 1, 2017, at 14:42.
Comments or questions about this documentation? Contact us for support!