About the Agent Details view

The Agent Details View displays a variety of information about agents on one tab, including start and end dates; accrual reference dates; team, workgroup, and agent group assignments; and shift schedules and rotations.

You can also perform a variety of tasks related to an agent or group of agents, such as modifying dates and team assignments.

Display Name

The agent's displayed name as configured by his or her administrator.

User Name

The is the agent's user name in Interaction Administrator.

Start Date

The date used to determine whether or not to create a schedule for an agent. If an agent's start date is after the start of the forecast schedule entry, no schedules will be created for that agent.

End Date

The date used to determine whether or not to create a schedule for an agent. If an agent's end date is before the start of the forecast schedule entry, no schedules will be created for that agent.

Accrual Reference Date

The date used to in calculating increases in an agent's accrual balances. This value is typically the same as the "Start Date", but if the agent negotiated a different rate for vacation or another activity, you can use the accrual reference date to reflect the date.  For example, let's assume agents normally receive 2 weeks of vacation per year for the first 3 years, and 3 weeks of vacation per year after the third year. One agent, however, negotiated for 3 weeks of vacation per year beginning at the hire date. This agent's start date can be 1/1/2014, but the accrual reference date is 1/1/2011 to accrue the higher rate immediately.  

Team

The name and description for teams can be any string that the administrator wants to use.  

Workgroups

The name of the workgroup or workgroups to which the agent is assigned.

Shift

The shift or shifts assigned to the agent.

Shift Rotation

The shift rotations to which the agent is assigned.

Agent Group

The agent groups to which an agent belongs.

For more information on teams and agent details, see the Related Topics.