Manage agents in a work plan
AI-generated summary
Genesys Cloud enables comprehensive agent management within work plans through filtering, sorting, adding, and deleting capabilities. Agents can be organized by multiple characteristics including name, media types, queues, languages, skills, and current work plan assignment. The system allows users to sort agents in ascending or descending order by clicking column headers and to filter agents by entering search criteria in fields below each column header. Agents can be removed from work plans through selection and deletion confirmation, specifying the exact number of agents to be removed. The Add Agents dialog box facilitates adding agents to work plans either individually through scrolling and selection, through filtered search by typing agent name letters, or in bulk using the Add All function. The Remove All button provides an option to clear all agents from a work plan. These management functions are accessed through the Admin interface under Workforce Management > Management Units > Work Plans, with the ability to select specific management units for configuration.
You can filter, sort, add, or delete agents from a work plan.
- Click Admin.
- Under Workforce Management, click Management Units.
- Click Menu > Workforce Management > Workforce Management Configuration > Management Units.
- The Management Units page opens. Under Configuration, click Work Plans.
- In the upper right corner, click the Management Unit list and select the desired management unit.
- Select a work plan.
- Click Agents.
Agent characteristics include:
- Name
- Media Types
- Queues
- Languages
- Skills
- Current Work Plan
To filter and sort agents by one or more characteristic:
- Sort the agents by clicking the header of the characteristic. Agents appear in ascending or descending order, depending on the direction of the arrow in the header.
- To filter the agents, in the search field below the corresponding header type the characteristic by which to filter.
- Click OK.
- Select the agents you want to remove from the work plan and click Delete all selected. A message appears asking you to confirm the number of agents to delete.
- Click Yes.
- Click Add. The Add Agents dialog box opens.
- In the Available Agents column, do one of the following:
- Scroll through the list and click the + button next to each agent you want to add.
- In the Filter Items box, type a few letters of the agent you want to add and then select it from the list
- To add all available agents to the work plan, click the Add All button.
- To remove all agents from the work plan, click the Remove All button.
- Click OK.
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