Agent Properties Tab Settings

Use the Agent Properties tab to view and change the configuration properties of a selected Agent in either the All Agents view or an Agent Groups view.

The Media Status section is available only from the Agent Group view, not from the All Agents view.

The Agent Properties tab includes the following sections:

Agent Properties Tab

Use the Agent Properties tab to modify the properties of selected Agents from either an Agent Group view or the All Agents view.

General Section

Agent Information Section

Supervisor Section

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.

Monitoring Section

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.

Media Status Section

The Media Status table (available only from an Agents Group view) includes the following columns:

Skills Section

The Skills table includes the following columns:

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 maintain an audit trail of skill assignment actions.

Assigning a New Skill

  1. Click Assign.

  2. In the Assign Skill window, select the appropriate Skill, enter an appropriate Level and click OK.

Editing an Existing Skill

  1. Select the appropriate Skill.

  2. Click Edit.

  3. In the Edit Skill window, enter an appropriate Level and click OK.

Removing a Skill

  1. Select the appropriate Skill.

  2. Click Remove.

For information about managing Skills at the organization level, see Managing Skills Overview.

Login IDs Section

The Login IDs table includes the following columns:

Assigning a Login ID

  1. Click Assign.

  2. In the Assign Login ID window, select an appropriate Login ID, enter a Wrap-Up Time, and click OK.

Editing an Existing Login ID

  1. Select the appropriate Login ID.

  2. Click Edit.

  3. In the Edit Login ID window, enter a Wrap-Up Time and click OK.

Removing a Login ID

  1. Select the appropriate Login ID.

  2. Click Remove.

For information about managing Login IDs at the organizational level, see Managing Login IDs Overview.

Agent Groups Section

The Agent Groups section enables you to view and manage Agent Group assignments.

To manage Agent Group assignments:

  1. Click Manage Membership.

  2. 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.

  3. Click OK to save the changes and close the window, or click Cancel to close the window without saving any changes.

Manage Agent Group Membership Window

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

Enables 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.

  • First Slice button (|<<)—Click to display the first slice in the complete list.

  • Previous Slice button (<<)—Click to display the previous slice in the complete list.

  • Position indicator—Displays the index of the first and last entry in the slice and the size of the complete list.

  • Next Slice button (>>)—Click to display the next slice in the complete list.

  • Last Slice button (>>|)—Click to display the last slice in the complete list.

All Agent Groups table

Displays all Agent Groups.

    Select All button

Selects all the Agent Groups in the current slice.

    Deselect All button

De-selects all the Agent Groups in the current slice.

Center Section

Add arrow button

Adds one or more Agent Groups to the Current Agent Groups table.

Remove arrow button

Removes one or more Agent Groups from the Selected 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 the entries in the Current Agent Groups table.

Deselect All button

Deselects all 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 closes the window.

Cancel

Closes the window without saving any changes.

 

For an overview of the user interface controls, see Major Areas and Controls.