Creating Agent Teams

In addition to creating agent teams one at a time, you can also bulk load agent team records previously output to a CSV (comma separated values) file. For more information, see About Bulk Upload.

The Selected Path drop-down opens up a folder tree so that you can also select agents from other folders to add to the team.

A team may have multiple secondary supervisors, but only one primary supervisor. If you replace an existing primary supervisor, the replaced supervisor will automatically become a secondary supervisor for that team.

Creating an Agent Team

To create an agent team:

  1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create the agent team.

  2. In the Folder Tree panel, click Resource, and then click Agent Team.

  3. Enter a unique name for the team.

  4. Complete the remaining fields as described in the Agent Teams Fields section.

  5. To assign agents to the team, check the boxes of one or more agents in the Agents tab, and click on Add above the list.

  6. Once an agent is added to the team, you must also check their Member box to make them a member of the team. This is because it is possible to be involved with a team without being a member, by supervising it.

  7. If an agent is a supervisor, a drop-down list appears in the right-hand column. You can use this to specify whether the agent has a supervisory role for this particular team.

  8. Click Save.

Agent Team Fields

This table shows the tabs and fields available for agent teams.

 

Field

Description

Entry

Default

Required

Details Tab

Name

A unique name for the record.

Note: This may not be the same as the name by which the item is known on the remote equipment (Enterprise Name on the Advanced tab). Changing this name will not change the enterprise name or the name on the remote equipment. Changes to the name on the remote equipment will be reflected in the enterprise name, but under some circumstances, may not change the name shown here.

Unique. Up to 32 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

Null

Yes

Description

A description of the team.

Up to 255 characters.

Null

No

Path

Only shown when resource is first created. The location in the folder tree where the resource is to be created.

Click on the drop-down arrow to show the folder tree, then select the required location.

Current location in folder tree.

Yes

Peripheral

The peripheral to associate with the team.

Select from list.

Default peripheral

Yes

Supervisor Script Dialed Number

The dialed number identifier for the agent team.

Select from list.

None

No

Agent Tab

Agents

Individual agents associated with this team.

Select from lower list of available agents and click Add to include the checked agents in this desktop. To remove existing agents from this desktop, select from upper list and click Remove.

Null

No

Advanced Tab

Enterprise Name

The name used to identify the item on the remote equipment. Leave blank to auto-generate a unique name.

Note: If the item is created by importing from the remote equipment, this name will match the eGain Analytics name (Name on the Details tab). Changes to the name on the remote equipment will be reflected here, but under some circumstances, will not affect the eGain Analytics name.

Unique. Up to 32 characters, letters, numbers, and underscore characters only. Must begin with letter or number.

From Name and Peripheral

Yes

Department

(Only shown for tenants that are not small contact center tenants, and are associated with Unified CCE instances running Unified CCE version 10.5 or later). The department that this resource is associated with.

Select from the drop-down list of available departments.

None

No

Active From Date

The date from which the team will be active within the system.

Select date from calendar.

Current Date

Yes

Active To Date

The date after which the team will be deleted from the system.

Either leave Forever checked, or uncheck Forever and select date from calendar.

Forever

No

Custom Data Tab

Key

The key for this custom data item.

Unique. Up to 50 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

If this resource type has default keys defined in a custom data template, there will be a an initial entry for each default key.

Either an entry for each default key, or null if no default keys.

No

Value

The value to associate with this key.

Up to 500 characters.

To add a new custom data key-value pair, complete both fields, and click Add. You can have a maximum of ten custom data key-value pairs.

To edit an existing key-value pair, rest the mouse briefly on the entry, select the edit icon ( ) and make your changes. Then select the tick to confirm the change, or the cross to undo the change.

To delete an existing key-value pair, rest the mouse briefly on the entry, select the delete icon ( ), then click OK to confirm the deletion.

Note: For predefined default keys you cannot delete the entry or edit the key field. You can only edit the value field.

Null

No, for predefined default keys. Yes if new key being defined.
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