Virtual Agent Groups

A Virtual Agent Group is similar to an Agent Group except that a Virtual Agent Group has no permanent members. Instead, an Agent becomes a member of a Virtual Agent Group if that Agent meets the criteria specified by the script. Agent membership in a Virtual Agent Group can change dynamically based on changes in the Virtual Agent Group criteria or changes in the object properties of the Agent.

When you click a Virtual Agent Group in Genesys Administrator Extension, you see its current member Agents.

Note: Although you can create and configure them using Genesys Administrator Extension, Virtual Agent Groups are used primarily by Reporting applications. For more information about Virtual Agent Groups, refer to the latest version of the Framework Stat Server User's Guide.

Warning! If Genesys Administrator Extension finds Virtual Agent Groups (converted from an earlier installation) that contain illegal script expressions or include permanent members, Genesys Administrator Extension will display an error message. To preserve correct functionality of the Virtual Agent Groups, you must address the problem manually by either correcting the error or converting the Virtual Agent Group to a non-virtual Agent Group by removing the expression from the configuration option script.