Managing Agents

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).

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.

See also:

• Selecting Agents
• Managing Agent Skills
• Maintaining Agent Skill and Skill Levels
• Logging Out an Agent