CMS agent Grps

[jedithumbs]

Hi guys,

Not sure if you can help, basically i'm clearing out all agent ID's from CMS that haven't been used in the last 2-3months due to people leaving the company etc.
Many of these people are in agent grps, i have found once you delete an agent it doesn't remmove them from the grp (providing they are in one) so when this ID gets re-used they start appearing on reports they shouldn't, causing confusion for managers.

How do we check which grps an agent is in?? pls dont say i need to cross reference every grp!!

Cheers

 

[jfh9219]

That information is contained in table agroup. If you use ODBC you can get the table loaded into a spreadsheet by selecting Data\From Other Sources\your ODBC connection. From there it is easy to create a pivot table.

If you don't use ODBC then you could run the Commands\Dictionary\Reports\Agent Groups\ report and then export the groups to a dataset.
You could then use the output from that report to create a script that executes the Commands\Dictionary\Reports\Agent Group Members\ for each of the groups. This could easily (well sorta) be made into an Excel macro(s) that creates a worksheet with the groups and then either makes one big worksheet with all groups/members or individual worksheets for each group.

 

[abacks]

In other words if you know an Excel expert, take her out for an expensive lunch. Excel expertise is key to good call center management

Andy Backs
CBTS

 

[Stinney]

Or MS Access

- Stinney

Quoting only proves you know how to cut and paste.