Joining and leaving agent groups - Ignite (WEB)

After signing in to Ignite (WEB) and logging into their phone, agents can use interactive Contact Center to control their presence in agent groups. Optionally, supervisors can use Interactive Contact Center to control the presence status of agents in specific agent groups from within the Agent and Employee State monitors in Ignite (WEB).

The following procedures take place in either an Agent State or Employee State monitor in Ignite (WEB).

To join an agent to an agent group
  1. In the monitor, select the agent for which you want to modify agent group presence.
  2. Click Agent Groups.
  3. Hover over the agent group's avatar and select Join All.
  4. Click Update.
To remove an agent from an agent group
  1. In the monitor, select the agent for which you want to modify agent group presence.
  2. Click Agent Groups.
  3. Hover over the agent group’s avatar and select Leave All.
  4. Click Update.
To join an agent to or remove an agent from all agent groups
  1. In the monitor, select the agent for which you want to modify agent group presence.
  2. Click Agent Groups.
  3. To join an agent to all agent groups, click Join All > Update.
  4. To remove an agent from all agent groups, click Leave All > Update.
To make an agent available or unavailable to answer interactions of a specific media type
  1. In the monitor, select the agent for which you want to modify agent group presence.
  2. Click Agent Groups.
  3. To become available to answer interactions of a specific media type, click the media icon in the agent group so the icon displays in blue.
  4. To become unavailable to answer interactions of a specific media type, click the media icon in the agent group so the icon displays in grey.
  5. Click Update.
Parent topic: Controlling Employee and Agent State
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