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Author Topic: Can an agent be a WFM user?  (Read 2913 times)

Offline Steve

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Can an agent be a WFM user?
« on: November 07, 2006, 01:24:55 PM »
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A customer wants their team leaders to be able to take calls, so these people are configured as agents in CME.

As their name suggests, they also lead teams and want to monitor the adherance of their team in WFM Web.

In the WFM config utility, I am not offered the list of agents when configuring the users.

??? So the question is can an agent be a WFM user without having 2 logins?

Thanks
Steve
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Offline mark

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Re: Can an agent be a WFM user?
« Reply #1 on: November 10, 2006, 11:00:05 AM »
I would guess no, as the login is defined from CME. When the user is created in CME you flag it as an Agent so that they can take calls, if you un-tick 'Is Agent' then the login becomes a 'User'.
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Offline Steve

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Re: Can an agent be a WFM user?
« Reply #2 on: November 10, 2006, 03:50:34 PM »
Mark thanks for the reply.

I too guessed that it couldn't be done, and Genesys support confirmed it. 
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