Creating Agent Group Objects
To create an Agent Group object, perform the following actions:
- Go to Configuration > System > Configuration Manager.
- Click Agent Groups. The Agent Groups list displays.
- Click the New button.
- Enter the following information. For some fields, you can either enter the name of a value or click the
Browse button to select a value from a list:
- Name—The name of the Agent Group. You must specify a value for this property, and that value must be unique
within the Configuration Database (in an enterprise environment) or within the Tenant (in a multi-tenant environment). You cannot change
this value as long as this Agent Group contains at least one User.
- Capacity Table—This field applies only for the Enterprise Routing Solution. It is the Capacity Table associated
with this Agent Group. Refer to Enterprise Routing Solution documentation for more information.
- Quota Table—This field applies only for the Enterprise Routing Solution. It is the Quota Table associated with
this Agent Group. Refer to Enterprise Routing Solution documentation for more information.
- Cost Contract—The Cost Contract associated with this Agent Group.
- Site—The Site containing this Cost Contract.
- Script—Enter a valid expression on the Script tab to define the group as a Virtual Agent Group. The expression
must be in Virtual Group Script Language (VGSL) and must define at least one skill (with optionally, a skill level) in the following format:
Skill("SkillName")>SkillLevel
Example
Skill("Spanish")>5
- Tenant—In a multi-tenant environment, the Tenant to which this object
belongs. This value is automatically set to the Tenant that was specified in the Tenant Directory field in the object list.
- State Enabled—If selected, indicates that the object is in regular
operating condition and can be used without any restrictions.
- In the Supervisors tab, click the Add button to add a User. In the pop-up window, you can
create a new User by clicking the New button.
- In the Agents tab, click the Add button to add a User. In the pop-up window, you can
create a new User by clicking the New button.
- The Origination DNs tab lists DNs from which calls can be routed or diverted to this Agent Group. You can include DNs of
the following types into this list: Routing Point, External Routing Point, Service Number,
Routing Queue, ACD Queue, Virtual Queue, or Virtual Routing Point.
Click the Add button to add a DN. In the pop-up window, you can
create a new object by clicking the New button.
- Perform one of the following actions:
- Click the Save button to accept the changes and return to the object list.
- Click the Apply button to accept the changes and remain in the tab.
- Click the Cancel button to discard the changes.