AGENTGROUPS

The AGENTgroups database table defines all the agent groups in Syntelate XA.

You use agent groups to control which agents deal with which interactions. For example, you can associate an agent group with a particular web chat topic. By doing this, only agents who belong to that agent group will deal with chats about that topic.

Field Description
AgentGroupNo A unique number for the agent group. Automatically added when you add a new record to this table.
AgentGroupName A name for the agent group, for example Personal Travel or Business Travel.
CAN_JOIN

Where 1, agents can select this agent group when going ready, where you allow agents to select the groups that they want to go ready on.

Going ready on groups

This is used in conjunction with:

  • The SHOWREADYOPTIONS_GROUP field in the WORKZONE table
  • The AGENTGROUPSHUNTGROUPS table

For more information about this functionality, contact Inisoft Support.