In Virtual Contact Center, an agent group is a collection of agents who report to a supervisor. A single group may serve your entire call center or may be dedicated to one or more products, services, queues, or to a specific communication channel such as phone, email, or chat. Use groups to organize agents on the basis of function, skill set, or media they use.
As an administrator, you can see the groups, number of agents in each group, outbound phone codes assigned to each group, and if the agent's recording is enabled. Outbound Phone Codes offer a means to set a specific calling line identifier (caller ID) and to set an optional outbound queue for outbound calls from your tenant. Outbound Phone Codes may also be used to track the purpose of an outbound call. For details on the functionality and configuration of Outbound Phone Codes, refer to Outbound Phone Codes Overview.
As a member of an agents group, you can view the status and availability of fellow group members in the status tab of your Agent Console.
Go to the Agent Groups tab in Configuration Manager to:
To add an agent group you need to complete a two-step process: define group properties, and assign outbound phone codes.
To add a new agent group:
Note: Ungroup is a default agent group. It allows you to create agents quickly without requiring you to create a group beforehand.
Select the Assign check box to assign an outbound phone code list from the existing ones. Note that you need to create an outbound code list before being able to assign it.
The following table summarizes the options found under Agent Groups > General and Agent Groups > Outbound Phone Codes:
|Set As Default||Indicates the default group for your tenant. Select another group if you wish to change default from ungroup.|
|Group Name||Indicates the descriptive name for the group such as Sales or Support groups. Members of one group are not able to view members of any other group.|
|Comment||A description of the group's purpose of specialty.|
|Default Agent Display Name||Select whether you want to display the word "Agent" or the agent's first name. The agent display appears in the Agent Console.|
|Enable Agent's My Recording Functionality||Indicates if the agent can record the conversation.|
|Allow Agents to Reject Interactions||This option is enabled by default allowing agents to reject interactions. If disabled, the Reject button in Agent Console is disabled preventing agents from rejecting the interactions they are offered. The Reject button in Agent Console appears when an interaction is offered to the agent. You can set up this ability for an agent group, or individual agents. If you disable this option at the tenant level, the checkbox will not show up for agent groups or individual agents.|
|Phone Connection Mode||
Default Connection Mode can be On Demand or Persistent:
|Enable Auto Answer||If enabled, every phone interaction that is offered to an agent is automatically connected eliminating the need to accept it manually.|
|Outbound Phone Codes tab|
|Assign||Select a check box to assign an outbound phone code to your tenant.|
|Active||Displays a read-only indication of the active outbound phone codes.|
|Outbound Phone list||Indicates the outbound phone name assigned to that group.|
|Number of Agents||Number of agents in that group.|
Deleting a group with assigned members requires you to reassign the members of the group to another group.
To delete a group:
To reassign an agent to a different group:
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