Add Agent Group

Add agent groups and set the criteria and data types to consider when ranking.

Note: Before you configure settings, select the appropriate scheduling unit from the Interaction Optimizer Home page Scheduling unit drop-down list.

1. From the Interaction Optimizer Home page, in the Configuration area click Agent Groups. The Agent Groups tab opens. The existing agent groups appear in the top of the view.

2. Optional: To add more columns or change the columns to display:

   1. Right-click in the grid that displays the agent groups and select Choose Columns. The Column Selector dialog box opens.

   2. Select the check boxes next to the columns you want to display.

   3. Click X to apply the changes and return to the Agent Groups tab.

3. Click add, or right-click in the grid that displays the agent groups and select Add from the menu that appears.

4. On the Agent Group tab (located in the bottom half of the workspace), in the Name field enter a meaningful and unique alpha-numeric name for the new agent group. 

5. Use the up and down arrow keys to set the Group Rank.

Note:  The group rank is used only when two agents from different agent groups can meet the same need in the same interval.  The group rank determines which agent group has precedence over the other agent groups.

6. Set the default criterion definitions and/or add new definitions:

Note: The Total Percentage of all criteria must equal 100 percent.

• From the Data Type drop-down list, select "Date", "Numeric" or "Random".

• Select the Ascending check box to order this criterion in rising value, or leave unchecked to order in descending value.

• Use the up and down arrows to set the Percentage weight.

7. To optionally delete a criterion, select the criterion to remove and click the Delete button.

8. Click save to store the agent group settings.