Hi
@Chip Funk,
Thanks for the reply!
I've done some further research and testing in Optimizer and I can confirm that agents with the workgroup that I've filtered for will show in the agent list regardless of whether the workgroup is activated/deactivated for that agent.
For the scheduled units displayed below the schedules only agents with an activated workgroup contribute to the result.
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Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
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Original Message:
Sent: 08-28-2019 12:21
From: Chip Funk
Subject: AMA - Question about agent list
Hi Jayden,
When generating schedules in Optimizer, the tool will view all agents with an assigned workgroup as usable resources to achieve service level expectations regardless of activiation/deactication in the workgroup. The logic is during a time of need, the agents would be made activate to help address the workload.
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Chip Funk
Genesys
Original Message:
Sent: 08-28-2019 07:27
From: Jayden Bradow
Subject: AMA - Question about agent list
Hi WEM Experts,
Quick question: Will agents with deactivated workgroups still appear in the agent list and do they will towards the scheduled units displayed at the bottom of the schedule?
Follow up question to: https://community.genesys.com/digestviewer29/viewthread?MessageKey=85a40e54-5670-40f5-bde1-ba5914041ff8&CommunityKey=cf214c8f-5206-4010-9b2c-2085cbd65a44&tab=digestviewer#bm5ec4a162-be3b-4de8-bba2-ac7e512f6f00
Cheers!
#AskMeAnything(AMA)
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Jayden Bradow
Service Performance Analyst
Precision Administration Services (Pty) Ltd
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