CME Agent Groups

Genesys Cloud Routing
1

Is it possible to have sub agent groups within agent group folders in CME?

E.g. There are several teams which all take the same type of call. If an agent froup is created by team, and seperate agent group is created by the types of calls taken.

Is it possible to drop the ‘team’ agent groups into the ‘call type’ agent group, with a view to the call type’ agent group being updated each time an agent is added to the ‘team’ agent group.

Hope this is clear enough???

2

Phil,

let me see if I got it right:

when you have an agent group Magazine Sales, you want to have:

Magazine Sales Inbound

Magazine Sales Outbound

Magazine Sales Supervisor

Well, you can create folders inside agent groups to categorize agents, but you will have the following problem: you will still see agents as MAgazine Sales in every reporting tool possible. Subcategories will not be visible to anyone but people using CME…

I wish there were a way to create subcategory of groups you can zoom in to, something similar to “breakdown” function in Brio. Unfortunately, it is not possible.

Several questions:

  1. what is wrong with creating a separate group for each division and then add shortcuts from a global group to each one of the subgroups?

In other words:

  1. create Magazine Sales, Magazine Sales Inbound, Magazine Sales Outbound, Magazine Sales Hamsters

  2. add all yoru agents to Magazne Sales

  3. add shortcuts to Magazine Sales Inbound for agents who are in there and so on.

You will get all the benefits of having a unique subcategory for each group at a single disadvantage of having to manage all the shortcuts.

3

But who’d want to buy Magazines for Hamsters? Or is it of Hamsters?

…Sorry Vic I had to get this in! lol

4

Have you considered using Skills instead?

You could then use Virtual Agent Groups for routing.

For example, you have the following Groups (remaining consistent with the previous example):

Magazine Sales Inbound

Magazine Sales Outbound

Magazine Sales Supervisor

Create them as skills:

MagSales_Inbound

MagSales_Outbound

MagSales_Supervisor

Then assign the skills to the appropriate Agents in CME.

Setup 4 Agent Groups:

MagazineSales

MagazineSales_Inbound

MagazineSales_Outbound

MagazineSales_Supervisor

Do not place any agents physically in the Agent Groups, rather create a definition for the agents to be included in the Agent Group. To do this, configure in the Annex Tab a section called ‘virtual’. Then create an option named ‘script’ where you can define the value as Skill(“<skill_name>”) > <skill_level>. For example:

MagazineSales Agent Group would have the following for the script:

Skill(“MagSales_Inbound”)>0 | Skill(“MagSales_Outbound”)>0 | Skill(“MagSales_Supervisor”)>0

MagazineSales_Inbound Agent Group would have the following for the script:

Skill(“MagSales_Inbound”)>0

MagazineSales_Outbound Agent Group would have the following for the script:

Skill(“MagSales_Outbound”)>0

MagazineSales_Supervisor Agent Group would have the following for the script:

Skill(“MagSales_Supervisor”)>0

Once the Virtual Agent Groups are all configured, you can assign an agent the MagSales_Inbound skill at a level 10 and they would be considered a member of both the MagazineSales Agent Group and the MagazineSale_Inbound Agent Group.

Keep in mind that the members of the Agent Group will not be displayed in CME. You will be able to use the Agent Group for routing with URS and the Agent Group will display proper statistics in CCPulse. The only way to see the members of the Agent Group is to Monitor Extended Status on the Agent Group in CCPulse.

I hope this helps. More information can be found on Virtual Agent Groups in the StatServer User’s Guide in its own chapter.