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  2. Contact Centre Configuration >
  3. Organise Agents into Agent Groups

 

Organise Agents into Agent Groups

An agent group represents a group of agents of similar function who receive communications from one or more ACD queues. You must first create the agent groups and then assign agents to them.

Creating an Agent Group

  1. Select storm Contact > Agent Groups > Add Agent Group.

For the meanings of the settings on the screen, refer to the on-screen field descriptions and the following notes:

Settings

Notes

Consists of Anonymous Agents

Select this if your agents are not storm users (typically agents in third-party call centres).

Agent Group for Outbound Service

Select this if the agent group is to be used for OUTBOUND services only.

Automatically enter Wrap mode on outbound call disconnect?/

Call Completion Code Form/

All Agents to Opt-out?

These apply at the end of an agent-initiated outbound call.

Outbound Email Mapping

This panel allows you to assign one or more email settings to the agent group. These define the outbound email from address and style templates that are used when agents in this group initiate outbound emails in the DTA interface.

Contract Mapping

This applies if your organisation has contracts to provide call centre services for multiple clients and if your agents work on calls for several clients. (You configure contracts via Organisations > Contract Management and each contract is associated with a CLI.)

This option allows agents in this group to select (in DTA) any contracts you add here.

Outbound SMS CLI Mapping

This panel allows you to assign one or more CLIs to the agent group, for use when agents compose standalone outbound SMS messages in the DTA.

Enable Approval System

Use this to enable the approval system for this agent group.
  1. Click Add Agent Group.

Assigning Agents to the Agent Group

  1. Select storm Contact > Agent Groups > Assign to Agent Group.

Note: you can also click the button on the View Agents and View Agent Groups screens.

  1. On the Assign to Agent Group screen, select the target agent group and then select the check box against each agent to add to the group.

  1. Click Update Assignment.

Note: supervisors can also assign agents to agent groups in the DTA.

Note: a nested group is created when an agent group is assigned to another agent group. Do not create more than four levels of nesting, otherwise system performance may be affected.

Approval System

The approval system allows you to specify the percentage of SMS and email messages sent by an agent group that must be approved by a supervisor. The approval system is enabled at organisation level (using the Enable Approval System parameter). You must have set up an approval queue for each of the channels (SMS or email) you wish supervisors to monitor.

  1. Select storm Contact > Agent Groups > Edit Agent Group.

Note: you can also use storm Contact > Agent Groups > Add Agent Group or click the button on the View Agent Groups screens.

  1. Select the target agent group.
  2. Select the Enable Approval System check box.
  3. Enter an integer between 1 and 100 in the Approval percentage field. To ensure every message is approved before it is sent, enter 100; otherwise enter an integer to indicate what percentage of messages should be approved.
  4. Select the approval queue. 
  5. Click Update Agent Group to save the settings.