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AMA - Question about agent list

  • 1.  AMA - Question about agent list

    GCAP Member
    Posted 08-28-2019 07:28
    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 08-28-2019 12:22
    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 08-28-2019 18:19
    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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