Virtual agent group

[Kim]

Please help me. How do I define a virtual agent group in genesys release 6? CME help file does not have anything on this subject.

Kim

[Vic]

Just an addition to the conversation( I have been doing a lot of typing lately:) ) would it not be great of Outbound Solution supported Virtual Agent Groups? That would totally awesome!

Which brings me to the next question anyone using Outbound Solution for G6.1?

[scott]

Hi, Kim. If u are referring to virtual queue, u should create a DN object and then under the General Tab, specify Virtual Q

It would help also if u explain what do u mean by virtual agent group.

Scott

[Vic]

There is a virtual agent group, which can be created by adding a skills section to Annex of the agent group with the name of the skill and the conditions. This way, IR would automatically add all the agents with the matching skill and skill level as targets. A really nice trick, especially when you need to keep track of a really fluid agent pool

[Peter]

Information on Virtual Agent Groups can be found in the StatServer 6.0 manual or StatServer 5.1.078 Release Notes.

To create a virtual agent group, you need to do the following in CME:

1. Create a new Agent Group.
2. Do not assign agents directly to this agent group.
3. On the new Agent Group properties, go to the Annex tab and add the following:
a. A section called "virtual"
b. Under this section create a new option called "script"
c. The value for this option is a skill expression, such as:
Skill("SkillName1") = 4 & Skill("SkillName2") < 5

This has now defined a new agent group, and StatServer will keep track of which agents belong to this agent group dynamically based on the skills that have been assigned. So as agent skills change, their membership to various virtual agent groups may change.

You can use and (&) and or (|) as well as brackets to construct the skill expressions for the virtual agent groups, and they can get quite complex.

Peter,

[Vic]

I have a problem with virtual agent group where I cannot see the list of agents contained within that group.

I cannot see the agent's name or status in the left pane window under the "persons" label. If I use CCP6.1's Extended Monitor, I can see the agents that are currently assigned to this group; and their status. Is it supposed to be this way where you cannot see the agents unless you use Extended Status Monitor?

Also, I could not get LoggedIn function to work properly.
I have an ACD queue 5500 on PBX PBX_TServer_Meridian, so, if I create a virtual group using the following statement:
LoggedIn("5500@PBX_TServer_Meridian")
CCP shows this group as "unmonitored". I checked the PBX name spelling and ACD spelling and it seems to be in order. Any clues?

By the way, does anyone know how to get Stat Server to display the log file like it did in 5.1? I would like to see all the events, such as AgentLoggedIn, and so on in the statserver log so far I can only see simple trace and debug messages.
I already have my verbose set to all with all="stdout, debug, trace,StatServer"
Thanks,
Vic

[Fariborz]

Hi Kim,
You could find the virtual groups declaration in the Genesys statserver documentation for 6.0 and /or 6.1 pdf files.
You could find them here:
http://support.genesyslab.com

Good luck !

[Marc]

That sounds like something I could have done with ages ago.. I take it this function is not supported in 5.1.x?

[Vic]

I did not have problem using it with 5.1; however you will need CCP 5.2 or later to view it (me thinks).