Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on December 04, 2014, 01:33:18 AM

Title: How to add workbins to My Team Workbin Management
Post by: cavagnaro on December 04, 2014, 01:33:18 AM

Hi guys,
Searching all over docs site but can't find how to do this:

http://docs.genesys.com/Documentation/IW/8.1.4/User/WorkbinAndQueueManagement#Using_the_My_Team_Workbins_Explorer

How on earth I add Workbins to that View?
It says about becoming supervisor of a group but how??

Title: Re: How to add workbins to My Team Workbin Management
Post by: GMG on December 04, 2014, 07:04:14 AM

I believe you need to assign a role and assign WorkBin to true...

Title: Re: How to add workbins to My Team Workbin Management
Post by: cavagnaro on December 04, 2014, 11:33:30 AM

Which role? I have all on true, and Workbin all in true also
But on IWS, how to configure which Workbins should be there

Title: Re: How to add workbins to My Team Workbin Management
Post by: Kubig on December 04, 2014, 12:08:42 PM

Are you configured as Supervisor of some AgentGroup for which the workbin belongs?

Title: Re: How to add workbins to My Team Workbin Management
Post by: cavagnaro on December 04, 2014, 12:21:31 PM

Saw that mentioned, but how?

Title: Re: How to add workbins to My Team Workbin Management
Post by: cavagnaro on December 04, 2014, 12:23:28 PM

Ok, just added me to the AG as Supervisor on CME and works, but now, what if this AG has more than one supervisor??

Title: Re: How to add workbins to My Team Workbin Management
Post by: RobertH on January 09, 2015, 05:17:54 PM

Hi Cavagnaro

This can be customized.

You just need to extend IAgent object MonitoredAgent list and monitoredAgentGroups. Not sure if I spell it correctly.

Consult interaction workspace API, naming is self explanatory.

By extending Agent object you will be able insert any callcentre agent or agent group to list of supervised agents by supervisor.

do it on startup of application agent supervisor is logged in.

If you need code snippet I can send implementation of example, where agent was marked as supervisor in GAD style. And he become supervisor of all agent groups he belongs to.

Regards
Robert

Title: Re: How to add workbins to My Team Workbin Management
Post by: vma on January 12, 2015, 02:12:58 PM

you can add more than one supervisor to an AG from Genesys Administrator.

Mihai

Title: Re: How to add workbins to My Team Workbin Management
Post by: cavagnaro on January 12, 2015, 04:11:35 PM

[quote author=vma link=topic=8623.msg38344#msg38344 date=1421071978]
you can add more than one supervisor to an AG from Genesys Administrator.

Mihai
[/quote]

Ahhh this is nice...will give it a try! Thanks

Title: Re: How to add workbins to My Team Workbin Management
Post by: cavagnaro on January 12, 2015, 04:12:20 PM

[quote author=RobertH link=topic=8623.msg38334#msg38334 date=1420823874]
Hi Cavagnaro

This can be customized.

You just need to extend IAgent object MonitoredAgent list and monitoredAgentGroups. Not sure if I spell it correctly.

Consult interaction workspace API, naming is self explanatory.

By extending Agent object you will be able insert any callcentre agent or agent group to list of supervised agents by supervisor.

do it on startup of application agent supervisor is logged in.

If you need code snippet I can send implementation of example, where agent was marked as supervisor in GAD style. And he become supervisor of all agent groups he belongs to.

Regards
Robert
[/quote]

nice too, but sucks that many basic things are tied up to coding...taking time and increasing delivery times for projects...