Creating Agent Groups

Creating Agent Groups

To create an agent group, perform the following actions:

• Go to Accounts > System > Agent Groups.
• Click the New button.
• Enter the following information. For some fields, you can either enter the name of a value or click the Browse button to select a value from a list:
  • Name—The name of the agent group. You must specify a value for this property, and that value must be unique within the Configuration Database (in an enterprise environment).
  • Folder—The folder to which this agent group belongs.
  • Site—The site to which this agent group belongs.
  • Agent Group Members—The members that belong to this agent group.
  • Supervisors—The supervisors for this agent group.
  • Origination DNs—A list of DNs from which calls can be routed or diverted to this agent group. This list can include DNs of the following types: Routing Point, External Routing Point, Service Number, Routing Queue, ACD Queue, Virtual Queue, and Virtual Routing Point.
  • Capacity Table—This field applies only for the Enterprise Routing Solution. It is the Capacity Table that is associated with this agent group. Refer to the Universal Routing 8.1 Reference Manual for more information.
  • Quota Table—This field applies only for the Enterprise Routing Solution. It is the Quota Table that is associated with this agent group. Refer to the Universal Routing 8.1 Reference Manual for more information.
  • Cost Contract—The Cost Contract that is associated with this agent group. Refer to the Universal Routing 8.0 Routing Application Configuration Guide for more information about Cost Contracts.
• Click the Save button.