ACD Agent Category

This ACD tool assigns an agent to a category. Categories allow you to create subsets within workgroups. If an agent belongs to a category and a call or chat session is assigned to that category, then only agents who are members of that category will receive that call. For example, if a call is assigned to category A (with the ACD Specify Interaction Category tool), then that call (either inbound or outbound) is assigned to an agent in category A.

Categories are less persistent than ACD skills because they are held in memory on the ACD Server. When you restart CIC, all category information is removed. You can remove an agent from a category by executing this tool with the Add Agent to Category option cleared. Interaction Dialer assigns agents to categories without using this tool.

Inputs

Agent Name

The name of the agent to assign to the category.

Category Name

The name of the category. If the category does not exist, this tool creates it.

Add Agent to Category

Select this option to add the agent to the specified category. Clear this option to remove the agent form the specified category.

Exit Paths

Next

This tool always takes the Next exit path.