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Virtual Agent Group
Virtual Agent Group (VAG). A group of agents is considered to be virtual if agents do not permanently belong to the group. An agent is assigned to the group when an agent meets the criteria specified by the virtual group’s definition.
Stat Server supports virtual group functionality with three types of agent parameters:
- A skill configured for an agent
- An ACD queue to which an agent is logged in
- A switch into which an agent is logged in
See also, a similar term used in Workforce Management: Activity Group.