Agent Groups

The Contact Center server displays agent group configurations in a table on the Agents page (in the Management Portal, click Agents/Skills/Services>Agents).

The Ivanti Voice installation creates the default groups Demo agent group (containing the default user John) and Ungrouped agents (which includes the default user Peter).

Use the Agents page to:

  • Create Agent Groups
  • Add Agents to a Group
  • Move Agents to and from Agent Groups
  • Delete Agent Groups
  • Edit Agent Groups
  • Designating a User as an Agent
  • Delete an Agent
  • Disable Agents

You can also configure agent settings and skills from the Agents page; refer to Configure Agent Properties for details.

The names of agent groups appear in shaded rows in the table. The icon next to the group name shows and hides the group members of each group. You can also select the check box next to an agent group name and click either the Show Group(s) or Hide Group(s) buttons at the top of the page.

Agent ID’s appear as links beneath the agent group to which they belong. To the right of the agent ID is the first and last name of the agent and agent’s proficiency levels for each skill in the selected skill group. To display skills belonging to another skill group, select that skill group from the Skill Group drop-down list above the list of groups and click the Show button. The page refreshes to display the skills from the other skill group.

The table lists ungrouped agents under the Ungrouped Agents heading and in the drop-down lists next to each Add button.

In order for a user to display in the drop-down list next to the Add button, the user must have the Contact Center Agent role and the Agent check box on the Users page is not selected. Refer to User Profile Management for more information.

Create Agent Groups

Some group settings, including Not Ready Reason Required, Agent WrapUp Timeout, Initial Agent Status, Initial Not Ready Reason, and Audit group agents, can also be configured at the agent level (refer to Agent Settings) and system-wide (refer to System-Wide Agent Settings). The agent group setting overrides the system-wide setting and the agent setting overrides the agent group setting.

To Create an Agent Group:

  1. On the Agents page (in the Management Portal, click Agents/Skills/Services > Agents), click the Create Group button. The New agent group dialog box opens.
  2. Type the name of the agent group you want to create
  3. You can change the agent group Name, if needed.
  4. In the Not Ready Reason Required field, you can specify if all agents in the group must indicate a Not Ready reason when switching to the Not Ready state:
    • Use server defined: Use the Not Ready Reasons Are Required defined system-wide (refer to System-Wide Agent Settings).
    • Required: The agent must indicate a Not Ready reason when switching to the Not Ready state.
    • Not Required: The agent does not need to indicate a Not Ready reason when switching to the Not Ready state.
  5. In the Agent WrapUp Timeout field, you can specify the automatic WrapUp Timeout for all agents in the group:
    • Use server defined - Use the WrapUp Timeout defined system-wide (refer to ).
    • Use group defined - Use the WrapUp Timeout defined for the agent group; the time frame (in seconds) is specified in the Seconds field.
    • Disable - No limit on the WrapUp Timeout is imposed; the agent remains in the After-Call Work state until manually switching to the Ready state.
  6. If you selected Use group defined in the WrapUp Timeout field, specify in the Seconds field the maximum amount of time the agent can spend in the After-Call Work state.
  7. Specify the initial agent status upon login for all agents in the group:
    • Use server defined - Use the Initial Agent Status defined system-wide (refer to System-Wide Agent Settings).
    • Ready - Upon login, the agent status will be set to Ready.
    • Not Ready - Upon login, the agent status will be set to Not Ready.
  8. If you set the Initial Agent Status to Not Ready, you can specify the Not Ready reason default (if you created additional Not Ready reasons, or made changes to the names of the default reasons, they will appear in the list of options) for all agents in the group:
    • Use server defined - Use the Initial Not Ready Reason defined system-wide (refer to System-Wide Agent Settings).
    • <no reason>
    • Lunch
    • Break
    • Meeting
    • Away from Desk
  9. In the Audit group agents field, specify if you want to record agent state changes in the Ivanti Voice database for historical reports:
    • Use server defined - Use the Audit Agents option defined system-wide (refer to System-Wide Agent Settings).
    • Yes - Select this option to enable auditing for all agents in the group.
    • No - Select this option to disable auditing for all agents in the group.
  10. Click the OK button. The new agent group appears on the Agents page.
  11. Click the Commit Changes button on the Agents page to enact the change. Click the Discard Changes button if you want to undo the change.

Add Agents to a Group

To add an agent to a group, you will move them from the Ungrouped agents list to the new group. You can also select an agent group for an agent when configuring agent properties (refer to Configure Agent Properties).

To Add an Agent to a Group:

  1. On the Agents page (in the Management Portal, click Agents/Skills/Services > Agents), select the check box next to the name of an agent in the Ungrouped agent list. You can select more than one agent.
  2. In the field to the right of the Move Agent(s) button, select the agent group to which you want the agent to belong. Click the Move Agent(s) button. The screen refreshes and the table lists the agent as a member of that group.
  3. Click the Commit Changes button to enact the change. Click the Discard Changes button if you want to undo the change.

Move Agents to and from Agent Groups

To Move Agents to Agent Groups:

  1. On the Agents page (in the Management Portal, click Agents/Skills/Services > Agents), select the check box next to the agent ID of each agent you want to move. You can also move an agent to another group when configuring agent properties (refer to Configure Agent Properties).

    •To move an agent from one group to another, select the name of the agent group to which you want to move the selected agent in the <Select target group> drop-down list at the top of the page.

    •To remove an agent from a group and add that agent to the Ungrouped agents list, select Ungrouped agents in the <Select target group> drop-down list at the top of the page.

  1. Click the Move Agent(s) button. The screen refreshes and the selected agents reappear under the target agent group.
  2. Click the Commit Changes button to enact the change. Click the Discard Changes button if you want to undo the change.

Edit Agent Groups

To Edit Agent Group Properties:

  1. On the Agents page (in the Management Portal, click Agents/Skills/Services > Agents), click the name of the group you want to edit. The Agent group properties dialog box opens. The settings in this dialog box are identical to those in the New agent group dialog box.
  2. Make the necessary changes.
  3. Click the OK button.
  4. Click the Commit Changes button on the Agents page to enact the change. Click the Discard Changes button if you want to undo the change.

Delete Agent Groups

When you delete an agent group, the agents in the deleted agent group become ungrouped agents.

To Delete an Agent Group:

  1. On the Agents page (in the Management Portal, click Agents/Skills/Services > Agents), select the check box next to the name of each agent group you want to delete.
  2. Click the Remove Group(s) button. A dialog box opens asking you to confirm the removal.
  3. Click OK. The screen refreshes and the agent group is deleted.
  4. Click the Commit Changes button on the Agents page to enact the change. Click the Discard Changes button if you want to undo the change.

Add Agents

When you add an agent, you actually designate an existing user as an agent.

Before adding a user as an agent, the user must have a user profile with the Contact Center Agent role assigned. Refer to User Profile Management for information.

The Contact Center server creates agent data for each user you designate as an agent, enabling the server to track the user's state changes and route calls to the user.

To Designate a User as an Agent:

  1. On the Agents page (in the Management Portal, click Agents/Skills/Services > Agents), do one of the following:
    • Select the name of the user in the drop-down list next to the Add button under the agent group to which you want this agent to belong.
    • Select the name of the user under the Ungrouped agents heading, if you don’t want this agent to belong to an agent group.
  1. Click the Add button. The screen refreshes and the table lists the user as an agent, displaying the user’s agent ID, first name, last name as you configured it on the Users page (refer to User Profile Management). The user’s name no longer appears in the drop-down lists next to the Add buttons.
  2. Click the Commit Changes button to enact your changes. Click the Discard Changes button if you want to undo your changes.

Delete an Agent

Deleting an agent is actually revoking a user’s designation as an agent. The user retains a user profile, but the Contact Center server deletes the agent information created for the user, and no longer tracks the user’s state changes nor routes calls to the user. If you no longer want the Contact Center server to route calls to the agent but you do not want to lose the agent’s data, disable the agent instead.

To Delete an Agent:

  1. On the Agents page (in the Management Portal, click Agents/Skills/Services > Agents), select the check box next to the agent ID of each agent you want to delete.
  2. Click the Delete Agent(s) button. A dialog box opens, asking you to confirm the agent deletion.
  3. Click OK. The screen refreshes and the agent’s name is deleted from the table and reappears in the drop-down lists next to the Add buttons.
  4. Click the Commit Changes button to enact the change. Click the Discard Changes button if you want to undo the change.

Disable Agents

You can disable an agent without deleting the agent from the system. This is useful if:

  • You no longer want to route calls to the agent, but you do not want to lose the data the Contact Center server created for the agent.
  • You are approaching the maximum number of enabled agents your license permits.

To Disable an Agent:

  1. On the Agents page (in the Management Portal, click Agents/Skills/Services > Agents), click the name of the agent you want to disable or enable. The Agent Properties dialog box for the agent opens.
  2. On the Agent settings tab, click the Disabled check box to disable the agent.
  3. Click OK then click the Commit Changes button to enact the change, or click the Discard Changes button if you want to discard the change.