Managing agent group membership, presence, and skill level

After configuring an agent group, administrators must associate employees to the agent groups and specify the default presence for each of the employee’s agent IDs for the media types the agent is configured to handle. If the agent group uses skills, skill levels must be set for each employee. Skill levels range from 1, which is the most skilled, to 255, which is the least skilled. The skill level assigned to the employee is applied to each media the employee is capable of handling.

Some employees may have multiple voice agents associated to them. When these are added to an agent group, they are highlighted in yellow. Administrators can select which of an employee’s voice agents are in the agent group. It is recommended that an employee only have one voice agent associated to an agent group.

The following procedures explain how to
  • Add employees to an agent group
  • Specify which of an employee’s multiple voice agents are in an agent group
  • Specify a member's default presence in an agent group
  • Specify a member's skill level
  • Edit a member employee
  • Remove a member from an agent group

The following configuration takes place in Multimedia > Agent groups.

To add employees to an agent group
  1. Select an agent group and click the Membership tab.
  2. To add employees to the agent group, click Add.
  3. Select the employees to add to the agent group and click OK.
  4. Click Save.
To specify which of an employee’s multiple voice agents are in an agent group
  1. Select an agent group and click the Membership tab.
  2. Under Selected members, select the employee with multiple voice agents.
  3. Click Voice agent options.
  4. Select the voice agent to be present in this agent group and click OK.
  5. Click Save.
To specify a member’s default presence in the agent group
  1. Select an agent group and click the Membership tab.
  2. In the Default <media type> Presence column of the member's row, click the cell and select the default presence.
    • Absent—the employee’s agent ID will be put into the Logged in Not Present agent state when they join the agent group.
    • Present— the employee’s agent ID will be put into Idle when they join the agent group.
  3. Repeat Step 2 for each media type the member can handle in the agent group.
  4. Click Save.
To specify a member’s skill level
  1. Select an agent group and click the Membership tab.
  2. In the Skill level column of the member's row, select a skill level from the drop-down list.
  3. Click Save.
To edit a member employee
  1. Select an agent group and click the Membership tab.
  2. Select an employee and click Edit.

    For information on configuring employees, see the "Adding employees".

  3. When you are done editing the employee, click Save.
To remove a member
  1. Select an agent group and click the Membership tab.
  2. Select a member and click Delete.
  3. Click Save.
Parent topic: Adding agent groups
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