##### Agent Management Tasks

# Managing Agent Group Membership

You can use the Supervisor Work Area to manage Agent Group membership at the following levels:

- One Agent

- One Agent Group

- Multiple Agents and Agent Groups

## One Agent

For further information about managing the Agent Group membership of one Agent, see Changing Agent Properties.

## One Agent Group

### Assigning and Removing Agents

To manage the membership of one Agent Group:

1. Display the appropriate Agent Group on the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.

2. Click the list pane Actions button and select Manage Membership.

3. In the Manage Agent Group Membership window, assign and remove Agents as necessary. For further information, see the Manage Agent Group Membership Window section that follows.

4. Click OK to save your changes and close the window or click Cancel to close the window without saving any changes.

#### Manage Agent Group Membership Window

Use the Manage Agent Group Membership window to define the Agent Groups to which an Agent belongs.

All Agent Groups Section
Filter box | Use the Filter box, in conjunction with the Filter button, to filter the All Agent Groups table. For example, to display only the Agent Groups that start with the text Sales, enter Sales in the Filter box and then click Filter.
Filter button | Applies the filter. For further information, see the description of the Filter box above.
Slice controls | Enable you to navigate between the slices. If the All Agent Groups table contains more than 100 entries, it is broken into slices, each containing no more than 100 entries. First Slice button (|<<)—Click to display the first slice in the complete list. Previous Slice button (<<)—Click to display the previous slice in the complete list. Position indicator—Displays the index of the first and last entry in the slice, and the size of the complete list. Next Slice button (>>)—Click to display the next slice in the complete list. Last Slice button (>>|)—Click to display the last slice in the complete list.
All Agent Groups table | Displays all Agent Groups.
Select All button | Selects all of the Agent Groups in the current slice.
Deselect All button | De-selects all of the Agent Groups in the current slice.
Center Section
Add arrow | Adds one or more Agent Groups to the Current Agent Groups table.
Remove arrow | Removes one or more Agent Groups from the Current Agent Groups Table.
Current Agent Groups Section
Current Agent Groups table | Displays the Agent Groups to which the Agent is currently assigned.
Select All button | Selects all of the entries in the Current Agent Groups table.
Deselect All button | De-selects all of the entries in the Current Agent Groups table.
Remove button | Removes one or more entries from the Current Agent Groups table.
Window Buttons
OK | Saves any changes and closes the window.
Cancel | Closes the window without saving any changes.

For an overview of the user interface controls, see Major Areas and Controls.

### Quickly Removing Agents

To quickly remove one or more Agents from an Agent Group:

1. Display the appropriate Agent Group in the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects.

2. Select the appropriate Agent(s).

3. Click the list pane Actions button and choose Selected > Remove From Group. If you selected only one Agent in the previous step, you can also click the details pane Actions button and choose Agent > Remove From Group.

Note: The Remove From Group action removes selected Agent(s) from an Agent Group. For information about deleting Agents from the system configuration, see Deleting Agents.

## Multiple Agents and Agent Groups

### Assigning Agents to Agent Groups

To assign one or more Agents to one or more Agent Groups:

1. Display the All Agents view in the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects.

2. Select the appropriate Agent(s).

3. Click the list pane Actions button and choose Selected > Assign To Groups.

4. After the Assign To Agent Groups window appears, select the appropriate Agent Groups and click OK. A detailed description of the Assign To Agent Groups window follows.

### Removing Agents from Agent Groups

To remove one or more Agents from one or more Agent Groups:

1. Display the All Agents view in the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects.

2. Select the appropriate Agent(s).

3. Click the list pane Actions button and choose Selected > Remove From Groups.

4. After the Remove From Agent Groups window appears, select the appropriate Agent Groups and click OK. A detailed description of the Remove From Agent Groups window follows.

### Assign To Agent Groups Window / Remove From Agent Groups Window

Use the Assign To Agent Groups window to assign one or more Agents to one or more Agent Groups, and the Remove From Agent Groups window to remove one or more Agents from one or more Agent Groups.

All Agent Groups Section
Filter box | Use the Filter box, in conjunction with the Filter button, to filter the All Agent Groups table. For example, to display only the Agent Groups that start with the text Sales, enter Sales in the Filter box and then click Filter.
Filter button | Applies the filter. For further information, see the description of the Filter box above.
Show All button | Removes all filtering from the list.
Slice controls | Enable you to navigate between the slices. If the All Agent Groups table contains more than 100 entries, it is broken into slices, each containing no more than 100 entries. First Slice button (|<<)—Click to display the first slice in the complete list. Previous Slice button (<<)—Click to display the previous slice in the complete list. Position indicator—Displays the index of the first and last entry in the slice and the size of the complete list. Next Slice button (>>)—Click to display the next slice in the complete list. Last Slice button (>>|)—Click to display the last slice in the complete list.
All Agent Groups table | Displays all Agent Groups.
Group column | Name of the Agent Group.
Assigned column | The number of (selected) Agents currently assigned to the Agent Group. For example, if the column includes 3 of 7, you selected a total of seven Agents before displaying this window, and three of the selected Agents are currently in the Agent Group.
Select All button | Selects all the Agent Groups in the current slice.
Deselect All | Deselects all the Agent Groups in the current slice.
Center Section
Add arrow button | Adds one or more Agent Groups to the Selected Agent Groups table.
Remove arrow button | Removes one or more Agent Groups from the Selected Agent Groups table.
Current Agent Groups Section
Selected Agent Groups table | Displays the Agent Groups to which the selected Agent(s) will be assigned.
Group column | Name of the Agent Group.
Agents Assigned column | The number of (selected) Agents currently assigned to the Agent Group. For example, if the column includes 3 of 7, you selected a total of seven Agents before displaying this window, and three of the selected Agents are currently in the Agent Group.
Select All | Selects all the Agent Groups in the Selected Agent Groups table.
Deselect All | Deselects all the Agent Groups in the Selected Agent Groups table.
Remove | Removes one or more Agent Groups from the Selected Agent Groups table.
Window Buttons
OK | Saves your changes to the Agent Group assignments and closes the window.
Cancel | Close the window without saving your changes to the Agent Group assignments.

Note: In the Assign To Agent Groups dialog box, groups to which the selected agents are already assigned are not available for assignment. They appear in grey text. In the Remove From Agent Groups dialog box, groups that have already been removed are not available for selection. They appear in grey text.

For an overview of the user interface controls, see Major Areas and Controls.