Virtual Agent Groups

A Virtual Agent Group (VAG) is similar to an Agent Group except that a Virtual Agent Group has no permanent members. Instead, an Agent becomes a member of a Virtual Agent Group if that Agent meets the criteria specified by the script. Agent membership in a Virtual Agent Group can change dynamically based on changes in the Virtual Agent Group criteria or changes in the object properties of the Agent.

When you click a Virtual Agent Group in Genesys Administrator Extension (GAX), you see its current member Agents.

Important

Although you can create and configure them using GAX, VAGs are primarily used by Reporting applications. For more information about VAGs, refer to the latest version of the Framework Stat Server User's Guide.

Warning

If GAX finds Virtual Agent Groups (converted from an earlier installation) that contain illegal script expressions or include permanent members, GAX will display an error message. To preserve correct functionality of the VAGs, you must address the problem manually by either correcting the error or converting the VAG to a non-virtual Agent Group by removing the expression from the configuration option script.