Place Group vs Agent Group

[optimizer]

This is for discussion purpose.

We know we can configure Agent & Place, and group them into Agent Group & Place Group respectively, any advantage or disadvantage by targeting an Agent Group or a Place Group in IRD.

Will targeting Agent Group or a Place Group impact reporting as well?

Regards

is me again.....optimizer

[Steve]

Personally I prefer to target agents. Agents have skills to answer the calls, so I use a virtual agent group to act as a target for all agents with a particular skill. In this way I can add and remove skills as required and the VAG updates automatically.

Moving agents into dedicated seats for different types of calls always seems (to me) to be an awkward way of running a contact centre.

[optimizer]

Thanks for your sharing Steve,

In this case, compare to targeting places in IRD, VAG is more flexible.

Regards
optimizer

[victor]

It is seldom that I see Place Groups used these days. In most cases, when they DO require it, it is a throwback to Avaya environment and client's desire to be able to map phones in Genesys in a same way they do in Avaya.

Place groups also come into play with telemarketing companies specializing in outsourcing their services to other companies. Some of them need to reflect number of seats available at any given time, and place groups is a perfect way to do this.

Altogether, I am using VAGs as much as I can and once of the biggest complaints about VAGs is that they do lack all the statistics available to Place Groups, especially in the earlier versions (You would be amazed how many 7.2s are still out there!)

[optimizer]

Thanks Vic for your sharing.

Thus VGA really am a more flexible way to use in IRD as compare to place group; wonder if all the statistic in be available to VGA in 7.6 or higher version?

Regards

Optimizer

[victor]

Hey,

actually, by 7.6 I really don't see a reason not to use it anymore nor can I think of a stat that is not there.

Vic