Configuring the Agent Group-Setup
Use this Agent group setup procedure to assign agents to the Agent sub-groups, to remove Agents from a
group, and to set or change Agents’ ID#, password, priority and wrap-up times. Agents may be assigned
to one of four Sub-groups. These Sub-groups are used for statistic purposes only. (For example: Subgroup
1 contains all full-time staff, subgroup 2 are all part-time staff, etc.) Calls will be distributed to all agents
in all subgroup evenly.
1. Select Agent Group Setup from the menu bar, a pull down menu appears with 4 Agent Groups. Select
the sub-group you wish to work with and the Agent Group Window appears. The scrollable area (the
area with scroll bar on the right edge) contains the Agent details. If there are no agents in the group,
this area is blank (Figure 3-14).
2. If the selected subgroup does not exist, the Add Agent Group Window will appear. Select Yes or press
Alt Y
creates the subgroup and opens the Agent Group Window.
3. To add an agent, select
Add
from the menu bar. The Add Agent Window appears at the top of the
screen (Figure 3-15).
Figure 3-14. Agent Group Window
Figure 3-15. Add Agent Window
GCA70-271
Programming QuickQ
Programming The QuickQ System 3-17
