Agent Groups

From the Agent groups configuration pane you can:

  • Create new agent groups
  • Edit or delete existing agent groups
  • Allocate agents to agent groups
  • Remove agents from agent groups
  • Manage priority-based routing for agent groups

Tasks

Creating Agent Groups

  1. In the Agent groups grid, select the Add button in the rightmost column. A new row is created with editable fields.
  2. In Group number, enter a whole number.
  3. In Group name, enter a name.
  4. Click Save.

Editing Agent Groups

  1. In the Agent groups grid, find the row you wish to change and select the Edit icon in the rightmost column. The existing row becomes editable.
  2. Edit the details in Group number and Group name.
  3. Click Save.

Allocating Agents to Groups

  1. Select an agent group in the Agent groups grid by clicking anywhere in that group’s row. The Agents allocation lists underneath the grid update to show:
    • Unallocated items: The agents who are not in the group.
    • Allocated items: The agents who are in the group.
  2. From Unallocated items, select the check box for each agent that you want to add to the group.
  3. Click the Add button The add icon for allocating an agent to agent group. .

Removing Agents from Groups

Follow the steps above, but this time look at Allocated items and select the check box for each agent who you want to remove from the agent group you’ve selected in the Agent groups grid.

Managing Priority-based Routing

Priority-based routing tells Syntelate XA to pass interactions to specific agent groups according to their priority in the Priority subgroup grid.

EXAMPLE 

Jack manages the Asia-Pacific team at Inisoft Travel. The team handles customer web chats. The team is made up of three agent groups:

  • Region Specialists
  • Region Guides
  • Trainees

Jack wants to make sure that the right group is handling the appropriate type of customer query. So, first, in Agent groups he defines the Asia-Pacific group as a parent group and makes sure there is a standard group entry for each of the team’s subgroups.

Next, in Priority subgroups, he assigns a timeout to each group so that Syntelate XA knows when to pass an interaction to each of them.

Subgroup Delay time (seconds)
Region Guides 0
Region Specialists 15
Trainees 30

In this example, a delay time of 0 seconds tells Syntelate XA to pass customer interactions to the Region Guides group without delay. If no-one in that group accepts the interaction after a period of 15 seconds, then Syntelate XA passes it to the Region Specialists, and if they are all busy too, and no-one accepts the interaction after 30 seconds, then the customer is passed to the Trainees group.

In effect, the Delay time determines the priority of each group.

You can manage priority-based routing rules using the Priority subgroups grid.

Here are instructions.

Creating a Priority Subgroup

  1. First, you need to add an entry to the Agent groups grid for each subgroup that you want to create:
    1. Click Add in Agent groups. You see a new row appear. Note that Group number is read-only.
    2. Enter a name for the new subgroup in the column Group name.
    3. Ignore the check box in the column Use Priority Groups – it’s used for parent agent groups, not subgroups.
    4. Click Save.
  2. Next, you need to specify the parent agent group. To do that:
    1. In the Agent groups grid, find the relevant group that you want to assign as the parent and click on the row to select it.
    2. Click Edit. The cells become editable.
    3. Select the check box in the Use Priority Groups column. This establishes a link between the Agent groups and Priority subgroups grids.
    4. Click Save.
  3. Now you need to add each subgroup to the Priority subgroups grid:
    1. Ensure that the parent group is still highlighted in the Agent groups grid. If it isn’t, then click on it.
    2. Next, in Priority subgroups, click Add. A new row appears with editable cells.
    3. From the Subgroup dropdown, select one of the newly created subgroups that you need to route interactions to.
    4. In Delay time (seconds), enter a whole number that represents the timeout for when the interaction will cease being passed to the current group and will be passed to the next group. For the first group, enter ‘0’ (zero) to ensure that group will always be passed the interaction first.
    5. Click Save.
  4. Repeat for each subgroup.

That’s it – you have successfully created a priority-based routing rule.