Agent Group Workbin

Voice & Telephony
1

Hello All :slight_smile:

Can anyone please explain me the difference between agent workbin and agent group workbin ?

Searched many documentation but still can’t find how to do this:

Customer has a situation where agents can view the emails present in agent group based workbin even they are not a part of that group.

For Example:
Agent1 from Group1 move the email to “ABC” workbin.
Agent12 from Group1 can see that email in “ABC” workbin.
And,
Agent2 from Group2 also can see that email in “ABC” workbin.

As per my understanding, Only same group agents can see those emails which are moved to workbin by same agent group member.

For Example:
Agent1 from Group1 move the email to “ABC” workbin.
Agent12 from Group1 can see the email in “ABC” workbin.
But,
Agent2 from Group2 can’t see that email in “ABC” workbin.
Agent3 from Group3 can’t see that email in “ABC” workbin.
And so on ..

Please advise on my understanding.

2

In general, agent workbin is designes as personal bin. Agent group workbin should be related to specific agent group, but there are other configuration level and options which can change this behavior - for example by annex configuration on agent group object type within CME.

3

Hey Kubig,

Thanks brother :slight_smile:

I have checked the annex tab is blank in agent group.

Can you please advise the documentation name where I can find the configuration level for annex ?

4

Mentioned options are related to the IWS. Try to look at this documentation level

5

Thanks Kubig :slight_smile:

6

As next thing, check your workbin configuration and for which AG is used within routing strategies.