Agent Login ID - Hunt Groups

[slengua]

I've inherited a Version 11 switch and it's been a while since I've used one. I logged in to check our agent hunt groups and the hunt groups are only 3 pages long without a page that list members. That's strange to me. How could it not list members? We have agent login-ids that are assigned to agents that use them to log into generic stations. Those agent id's have skill groups assigned to them. Is that how they become a part of the hunt group? I'm confused a bit. I always thought stations had to be put into a hunt groups in order for calls to be routed there. Any help would be appreciated.

 

[kyle555]

Yeah, but when you're using Call Center Elite, or skills based routing, you assign those hunt groups to the agent, not the agent to hunt groups.

The later pages of "change agent xxxx" have the hunt group numbers (skills) they're assigned to.

 

[slengua]

Thanks Kyle. That answered my question. How can you tell what agents are part of the hunt group? When they are in the hunt all you need to do is go to memebers to see who is part of the group. How can you tell when it's skills based routing?

 

[kyle555]

For hunt group 5 - list agent skill 5
For who's currently logged in - list agent staff skill 5

 

[slengua]

Bummer, those commands didn't work for me. At the moment I have to do a list agent or list agent staffed / unstaffed to get a list. Then I sort by skill. But there has to be an easier way.

 

[kyle555]

list agent help maybe, there's a syntax I haven't used in a while that might help. Maybe it doesn't exist on release 11...Either way, CMS should have that report