Agent Group Configuration
Access to agent groups in Pulse Advisors Contact Center Advisor (CCAdv) and Workforce Advisor (WA) is not directly controlled with Role-based Access Control (RBAC). Advisors dashboard users have access (or not) to these objects only indirectly, through access to business objects related to them.
All CCAdv objects in the Genesys Configuration Server, such as queues, agent groups, interaction queues, calling lists, and DN Groups, to which you – the Configuration Server Advisors user – have access, are considered to be base objects. Starting with release 9.0, all agent groups that are configured in Configuration Server are available for mapping to the Advisors applications. If you need to make changes to an agent group in Configuration Server, then simply refresh the Agent Group Configuration page once the changes are complete; the agent group configuration changes are propagated to the administration module.
Adding/Deleting a New Agent Group
New agent groups must be added in Genesys Administrator. Adding and deleting agent groups cannot be performed in the Advisors administration module, but you can remove an agent group from the Advisors configuration.
For more information, see Advisors Business Objects.
Configuring Agent Group Attributes in Advisors
On the Agent Group Configuration page, you do the following:
- assign agent groups to agent group contact centers
- maintain agent group details
Assigning Agent Groups to Agent Group Contact Centers
The following screenshot shows the Agent Group Contact Center tab.
To make agent groups available to assign to agent group contact centers (AGCCs) on this page, the rollups for network contact centers must be configured first. To agent group contact centers, you assign agent groups that are already related to a network contact center.
An agent group can be assigned to a network contact center through its association to applications on the Applications Configuration page. If an agent group is later removed from the association to the application, the association to the agent group contact center is removed automatically.
An agent group can be assigned to more than one AGCC. If no contact centers are selected in the contact center drop-down list, the Available Agent Group pane shows all agent groups that are not associated with any AGCC. If a contact center is selected in the contact center drop-down list, the Available Agent Group pane shows all agent groups that are not associated with this particular contact center.
When you are using independent configuration mode, two options are available when making assignments:
- Include in CCAdv
- Include in WA
You use these options to specify whether an agent group assigned to an agent group contact center (AGCC) participates in the CCAdv and WA rollups. If you use CCAdv and WA in integrated configuration mode, the default value for both options is Yes, and you cannot edit the options. If, however, you use CCAdv and WA in independent configuration mode, you can specify to which application (CCAdv or WA) to add the agent group and its associated AGCC.
Setting the Include in WA agent group rollup property to No automatically removes all mappings of contact groups to this agent group within the associated AGCC. Reverting the Include in WA rollup property to Yes restores previously-added mappings.
For more information about the CCAdv/WA configuration modes, see Configuration Modes.
The names of agent group contact centers display on the page with the corresponding network contact center name and use the format NCC Name: AGCC Name.
Maintaining Agent Group Details
The Agent Group Details tab allows you to maintain details of agent groups, apart from their primary name. The following screenshot shows the Agent Groups Details tab.