Modifying the Membership of an Agent Group

The following describes how to modify the list of Agents in an existing Agent group.

See also: Managing an Agent's Memberships

Implementation

  1. Access the Agent groups list for the intended Customer.

    1. Access the resources page for the intended Customer.

      1. Access the details page for the intended Customer.

        1. Type the Customer’s name into the search field at the top of any page.
        2. Click the intended Customer in the search results. This opens the Customer Details page.
      1. Select the Customer Resources tab.
    1. Click the Agents hyperlink.
    1. Select the Groups tab.
  1. Locate the intended group, and click its Edit Group hyperlink. This displays a new page.

    To view a different group without returning to the previous screen, use the Show Details of Group drop-down to choose the intended group, then click Show Details.

  1. To add an Agent to the group, locate them in the Agents Not in this Group list and click the 'plus' (Add to Group) icon. This will move them to the end of the upper list, making them part of the group.
  2. Click Save Changes to update the interface.

    If you change your mind or make a mistake, you can click the 'minus' (Remove from Group) icon to remove the Agent once more.

  3. Use the various arrow buttons for any Agent to change their order in the group, moving them up or down by a single position, or moving them to the top or bottom of the list. The order of Agents directly affects the priority with which calls for this group are assigned to individuals.

    You can use the radio buttons at the top of the list to toggle the sorting mode of group members. When you're viewing Agents in ascending alphabetical order, the options to re-order them will become hidden.

  4. To change the skill level of anyone in this group, use the fields provided to select who you want to modify and what you want to change their skill level to. The list will update after you save.

    This setting requires group weighting to be enabled for the chosen Customer. Contact your system Administrator to arrange this if needed.

  1. Click Save Changes to confirm.
  2. To go back to the previous page, click Return to List of Groups.