Agent Groups

An agent group is a group of peer agents who handle the same types of interactions, belong to the same workgroups, and have the same skill set.

Note: It is important to include only similar agents in the same agent group. If agents in the same workgroup have different skill sets and/or cannot handle the same interaction types are put together in the same agent group, then the top-ranked agents in that agent group might not have their preferences considered as highly as the lower-ranked agents if the lower-ranked agents cannot handle the scheduled need as well.

Interaction Optimizer can rank agents in a group against each other for schedule bidding and agent preferences. The agent ranking feature considers a variety of criteria to determine which agent receives a better choice for schedule bidding or for a weekly schedule based on preferences. This section includes:

• Add Agent Group

• View and Filter Agent Groups

• View Agent Rankings

• Agent Data