Filtering the List of Agents

Filter Criteria

You can filter the list of agents by the following:

• Text Search

  Text search filters the list of agents whose details contain the specified text in any field.

• Agent Groups

  See Agent Groups in the RMC Filter for an explanation of the agent groups you see in this pane. Selecting one or more agent groups results in filtering the list of agents to show only those belonging to those agent groups.

• Skills

  This list contains an aggregate of all of the skills for all of the listed agents.

  For example, suppose that a Genesys environment has three defined skills: Customer Service, Banking, and Trade Accounts. If the agents have only two of these three skills—Banking and Trade Accounts—those are the skills that appear in the filter.

  Selecting one or more skills filters the list of agents to only those that have those particular skills.

• Status

  This list contains all of the states that an agent can be in at any given moment. Selecting one or more states filters the agents to show only those who are currently in the selected states. The list of states is as follows:

  • AfterCallWork
  • Break Type1
  • Break Type2
  • CallConsult
  • CallDialing
  • CallInbound
  • CallOutbound
  • CallInternal
  • CallOnHold
  • CallRinging
  • CallUnknown
  • LoggedIn
  • LoggedOut
  • Monitored
  • NotMonitored
  • NotReadyForNextCall
  • OffHook
  • OnHook
  • Offline Work Type2
  • SM_Engaged
  • SM_Outbound
  • WaitForNextCall

Filtering Actions

Filter

Clicking the Filter button applies the filter criteria to the agents related to agent groups related to the rows you selected in the CCAdv or WA dashboard.

Clear

Clicking the Clear button removes the filter criteria you selected, and restores the display of agents to its state when you opened the RMC dashboard.

Reset

Clicking the Reset button reverts changes made to the filter criteria since the last time you clicked the Filter button.

See also:

• Sorting the List of Agents
• Viewing Performance Metrics for Agents