Adding New Agents

Agent Group View

To add a new Agent to the current Agent Group:

  1. 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.

  2. Click the list pane Actions button and select New Agent.

  3. In the New Agent window, define the properties of the Agent. For further information, see the New Agent Window section below.

  4. 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.

All Agents View

To add a new Agent and (optionally) assign the Agent to multiple Agent Groups:

  1. 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.

  2. Click the list pane Actions button and choose New Agent.

  3. In the New Agent window, define the properties of the Agent. For further information, see the New Agent Window section below.

  4. 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.

New Agent Dialog Box

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.

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.

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 add additional information to your 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.

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:

  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

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.

  • 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 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.