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Managing Agents

The agents listed in Resource Management are those in the agent groups that are associated with the rows selected in Contact Center Advisor or Workforce Advisor within the selected grouping.

Some agent metrics, particularly agent state metrics, are used to calculate some metrics for CCAdv applications, WA contact groups, and consequently aggregated objects, such as application groups, regions, and contact centers. Consequently, the agents in an agent group appear in Resource Management even if you do not have permission to see the associated contact center or application group.

If an associated agent group is configured not to display on the Dashboard, but is included in the rollups of metrics, the agents still appear in Resource Management.

An agent does not appear if the metrics for the selected object are inactive, not included in the rollup, or not assigned to an application group or region.

Agents shown in Resource Management are the ones whose actions drive the performance and metrics of the user-selected entity that you want to influence (apart from purely application-level or contact group-level metrics).

See also:

This page was last edited on December 16, 2014, at 15:32.
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