Groups

A group is a collection of agents, allowing you to manage multiple agents easily, and easily assign them to specific survey tasks.

The group hierarchy window displays all existing outbound, inbound, CAPI and coding groups managed by CCA. Groups are displayed within their respective family trees. To display the group hierarchy window, click groups in the ribbon's view tab. The information in the window is presented as a tree view.

• Click expand to show all agents in a group.

• Click collapse to hide the agents in a group.

Agents are automatically sorted in alphabetical order. An agent can belong to more than one inbound group and one outbound group at the same time. The icon displayed for an outbound group reflects the type of activity being undertaken by the group:

The groups tab of the ribbon (available when the groups window is active), contains the following commands:

Icon	Name	Function
	Properties	View or edit the properties of the selected group.
	Duplicate	Create a copy of the selected group. This is given the same name as the selected item, but with "- Copy" appended to the name.
	Delete	Delete the selected group.
	Run Report	Run one of CCA's Crystal Report statistics. In the sub-menu, select the specific report you wish to run for this group. Depending on the report type, you may be prompted to specify information, such as a date or group name. When the report has finished running, it appears in the Crystal Reports viewer.
	Add Agent(s)	Add new agent(s) to the selected group. Note: you can also add agents by using drag and drop. Simply select the agent(s) in the Agents window, then drag them onto the Groups hierarchy window and drop them into the desired group. If you are using the Supervisor module, you must have Supervisor authority over both the agent you want to add and the group to which you want to add him or her.
	Send Message	Send a message to the selected agent, or to all the agents logged on within the selected group.
	Disconnect	Manually disconnect the selected agent(s) from the contact center.
	Activate	Make the selected agent active in this group. This option is available only if the agent has been made inactive (with the deactivate membership command).
	Deactivate	Temporarily make the selected agent inactive in this group. The agent can quickly be made active by right-clicking him/her and selecting activate membership. While he/she is a member of a group but inactive, his/her group membership is greyed-out in the agent properties dialog.
	Outbound Monitor	Displays a report showing the performance of the selected group of agents (e.g. a chart showing agent status distribution, calls per agent, statistics for the current and previous evaluation periods, etc.).
	Lists Monitor	Opens the sample list statistics window. This window displays call stats and details of the next calls for any active lists assigned to the group.
	Find Contact(s)	Locate a particular number in the sample list. You can then either change the number's priority level, have a specific agent call the number immediately, or recover the number (in other words, add a number has been abandoned due to the outcome of a previous call back into the pool of numbers that can be contacted). When you select this command, the find/edit contacts window appears. The find/edit dialog allows you to search the sample list for: one or more numbers that are still available to be called; one or more numbers that are no longer available to be called (due to the outcome of previous calls: not available, interview refused, etc.).
	Find Call(s)	Opens the find call(s) window, which allows you to search for calls and view their most relevant properties.
	No Calls?	Get a report from CCA on why the selected group is not conducting calls.
	See-in	View the contents of the selected agent's screen.
	Listen-in	Monitor the selected agent's calls.

The context (right-click) menu gives you access to the following commands:

• New inbound group: Create a new Inbound group.

• New outbound group: Create a new Outbound group.

• New CAPI group: Create a new CAPI group.

• New coding group: Create a new Coding group.

• Delete: Delete the selected group(s)/agent(s). Note: you can only delete a group when none of its agents are logged on. Furthermore, when deleting an agent while he/she is handling a call will not interrupt that call. Once the call is finished, however, the agent will not be despatched any further calls from the group he or she was deleted from.

• Add agents: Add new agent(s) to the selected group. Note: you can also add agents by using drag and drop. Simply select the agent(s) in the Agents window, then drag them onto the Groups hierarchy window and drop them into the desired group. If you are using the Supervisor module, you must have Supervisor authority over both the agent you want to add and the group to which you want to add him or her.

• Deactivate membership: Temporarily make the selected agent inactive in this group. The agent can quickly be made active by right-clicking him/her and selecting activate membership. While he/she is a member of a group but inactive, his/her group membership is greyed-out in the agent properties dialog.

• Activate membership: Make the selected agent active in this group. This option is available only if the agent has been made inactive (with the deactivate membership command).

• Disconnect: Manually disconnect the selected agent(s) from the contact center.

• See in: View the contents of the selected agent's screen.

• Listen in: Monitor the selected agent's calls.

• Send message: Send a message to the selected agent, or to all the agents logged on within the selected group.

• No calls?: Get a report from CCA on why the selected group is not conducting calls.

• Find/edit contact(s)...:  Locate a particular number in the sample list. You can then either change the number's priority level, have a specific agent call the number immediately, or recover the number (in other words, add a number has been abandoned due to the outcome of a previous call back into the pool of numbers that can be contacted). When you select this command, the find/edit contacts window appears. The find/edit dialog allows you to search the sample list for:

  • one or more numbers that are still available to be called;

  • one or more numbers that are no longer available to be called (due to the outcome of previous calls: not available, interview refused, etc.).

• Find call(s)...: Opens the find call(s) window, which allows you to search for calls and view their most relevant properties.

• Lists monitor: Opens the sample list statistics window. This window displays call stats and details of next calls for any active lists assigned to the group.

• Properties: View and edit the selected group or agent's properties.

• Reports: Run one of CCA's Crystal Report statistics. In the sub-menu, select the specific report you wish to run for this group. Depending on the report type, you may be prompted to specify information, such as a range of dates. When the report has finished running, it appears in the Crystal Reports viewer.