To add a new Agent to the current Agent Group:
Display the appropriate Agent Group on the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.
Click the list pane Actions button and select New Agent.
In the New Agent window, define the properties of the Agent. For further information, see the New Agent Window section below.
Click OK to add the Agent and close the New Agent window; or click Cancel to close the New Agent window without adding a new Agent.
To add a new Agent and (optionally) assign the Agent to multiple Agent Groups:
From the drop-down list, select All Agents. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.
Click the list pane Actions button and choose New Agent.
In the New Agent window, define the properties of the Agent. For further information, see the New Agent Window section below.
Click OK to add the Agent and close the New Agent window; or click Cancel to close the New Agent window without adding a new Agent.
Use the New Agent dialog box to add a new Agent to the configuration. The figure below shows the New Agent dialog box from the All Agent view.
The Agent Groups section is not available if you open the New Agent dialog box from an Agent Group view.
The New Agent window includes the following sections:
Note: The Agent Groups section is not present when you are adding a new Agent to an Agent Group. It is present only when you add a new Agent to the All Agents list.
First
Name
Last
Name
Employee
ID
E-Mail
User
Name
Password
Verify
Password
External
User ID
Enabled
Default
Place
Capacity
Rule
Only users with administrative privileges can change the properties in this section. For information about creating an initial user with administrative privileges, see the Genesys Desktop 7.6 Deployment Guide.
Draft E-Mail Management
Enable.
Disable.
Extended Supervisor
Disable
View
Configure
Administer:
View, add, edit, and delete objects.
Change agents’ passwords.
Change supervisor privilege levels.
Modify Object Sets.
Modify View Templates.
Modify Statistics.
Modify Threshold Templates.
Set the Threshold Template for an object.
Modify Action Templates.
Set the Action Template for a user.
Set E-Mail Notification List for object.
Modify E-Mail Notification ListAction Templates.
Modify Media Lists.
Modify the Quick Dashboard.
Set the Quick Dashboard for a user.
Create interaction filters for other users.
Create interaction macros for other users.
Silent Monitoring
Disable.
Enable.
Advanced Interaction
Mgt
Disable
View
Manage
Edit
Only
Action Template
Quick Dashboard
Only users with administrative privileges can change the properties in this section. For information about creating an initial user with administrative privileges, see the Genesys Desktop 7.6 Deployment Guide.
Threshold Template
E-Mail Notification
List
The Skills table includes the following columns:
Skill
Level
Depending on the configuration of your environment, the Skills section might also contain the Reason column. The Reason column enables you to either choose a reason for the skill assignment, skill change, or skill removal from a drop-down list, or enter a reason into a text field. The reason property enables you to add additional information to your audit trail of skill assignment actions.
Click Assign.
In the Assign Skill window, select the appropriate Skill, enter an appropriate Level and click OK.
Select the appropriate Skill.
Click Edit.
In the Edit Skill window, enter an appropriate Level and click OK.
Select the appropriate Skill.
Click Remove.
For information about managing Skills at the organization level, see Managing Skills Overview.
The Login IDs table includes the following columns:
Login
ID
In
Use
Switch
Wrap-Up
Time
Click Assign.
In the Assign Login ID window, select an appropriate Login ID, enter a Wrap-Up Time, and click OK.
Select the appropriate Login ID.
Click Edit.
In the Edit Login ID window, enter a Wrap-Up Time and click OK.
Select the appropriate Login ID.
Click Remove.
For information about managing Login IDs at the organizational level, see Managing Login IDs Overview.
The Agent Groups section enables you to view and manage Agent Group assignments.
Note: The Agent Groups section is not present when you are adding a new Agent to an Agent Group. It is present only when you add a new Agent to the All Agents list.
To manage Agent Group assignments:
Click Manage Membership.
In the Manage Agent Group Membership window, modify the Current Agent Groups list as necessary. For further information, see the Manage Agent Group Membership Window section that follows.
Click OK to save the changes and close the window, or click Cancel to close the window without saving any changes.
Use the Manage Agent Group Membership window to define the Agent Groups to which an Agent belongs.
All Agent Groups Section |
|
Filter box |
Use the Filter box, in conjunction with the Filter button, to filter the All Agent Groups table. For example, to display only the Agent Groups that start with the text Sales, enter Sales in the Filter box and then click Filter. |
Filter button |
Applies the filter. For further information, see the description of the Filter box above. |
Slice controls |
Enable you to navigate between the slices. If the All Agent Groups table contains more than 100 entries, it is broken into slices, each containing no more than 100 entries.
|
All Agent Groups table |
Displays all Agent Groups. |
Select All button |
Selects all of the Agent Groups in the current slice. |
Deselect All button |
De-selects all of the Agent Groups in the current slice. |
Center Section |
|
Add arrow |
Adds one or more Agent Groups to the Current Agent Groups table. |
Remove arrow |
Removes one or more Agent Groups from the Current Agent Groups Table. |
Current Agent Groups Section |
|
Current Agent Groups table |
Displays the Agent Groups to which the Agent is currently assigned. |
Select All button |
Selects all of the entries in the Current Agent Groups table. |
Deselect All button |
De-selects all of the entries in the Current Agent Groups table. |
Remove button |
Removes one or more entries from the Current Agent Groups table. |
Window Buttons |
|
OK |
Saves any changes and close the window. |
Cancel |
Closes the window without saving any changes. |
For an overview of the user interface controls, see Major Areas and Controls.