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AMA - Question about agent list

  • 1.  AMA - Question about agent list

    GCAP Member
    Posted 24 days ago
    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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  • 2.  RE: AMA - Question about agent list

    GENESYS
    Posted 23 days ago
    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
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  • 3.  RE: AMA - Question about agent list

    GCAP Member
    Posted 23 days ago
    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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