Specifications

CHAPTER 8 NDA-24213
Page 104
Issue 3.0
MIS Menu Commands
Configuration Menu
4.5 Agent Group Assignments
Agent Groups are collections of agents grouped for comparative analysis.
• Agent Groups are an MIS entity rather than being set up in ACD programming. All agents are
originally members of Group 1 and must be reassigned to other groups if you choose to use this feature.
• Membership in a group is not restricted by an agent’s split assignment. An agent group may contain
members of different splits.
• A group may be named to represent the factor being analyzed (such as Evening, Sales, or Training) or
given a team-type name (such as Red, Blue, Stars, or Rangers) to suit the purpose of the analysis.
• The use of agent groups is optional in CallCenterWorX, but if groups are defined the database will
collect data on them for display and reports (see the Agent Group Reports category under the Reports
menu).
• Agent groups may be created at any time by choosing
Agent Group Assignments
under the
Configuration menu
.
Figure 8-16 Agent Group Name Assignments Window