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Virtual agent group

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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,

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