Virtual Agent Groups

[IamaSherpa]

I need to use a Virtual Agent Group, created the V.A.G and included the required A.Groups, the question is: how to assign the agents to that Virtual Agent Group?

 

[janni78]

You only add Agent Groups to VAGs, when a user logs into their group they also log into the virtual agent group.

An Agent Group can only be member of one Virtual Agent Group.
Also to consider regarding statistics is that when a group member answer a call to the virtual agent group it is also registered on the regular agent group.
It seems like you should only report on the regular Agent Groups.

"Trying is the first step to failure..." - Homer

 

[IamaSherpa]

The agents belong to different AGs, the customer needing is to automatically login the agents to ALL the AGs with no chances to select/unselect the singular AG. The automatic login has been set in the Agent privileges but they could un-thick some AGroups anyway, that's way I supposed that belonging just to one VAG the problem would be solved.
It's a fact that practically the Agents would work like a singular Agent Group but depending on the Supervisor the Agents have to be included in one or more AGS time by time.

 

[janni78]

Users can't select VAGs, the select the Agent Group and that makes them active in the VAG that the AG is a member of.

Your issue is that users try to avoid work =)

The only way I can think of to accomplish this is to only have 1 agent group and then use skill-based routing instead, that way the supervisor can decide who get which call and the user can only choose one group.

What you have to consider before implementing this is which points the customer measures in the statistics since your AG report will include all agents.


"Trying is the first step to failure..." - Homer

 

[IamaSherpa]

You are right j., I forgot to consider the statistic consequences, I agree.

Thank you