{"id":2857,"date":"2022-03-07T05:33:40","date_gmt":"2022-03-07T05:33:40","guid":{"rendered":"https:\/\/multisite.korebots.com\/agentassist\/?p=922"},"modified":"2022-03-07T05:33:40","modified_gmt":"2022-03-07T05:33:40","slug":"agent-group-management","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/agent-group-management\/","title":{"rendered":"Agent Group Management"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><span style=\"font-weight: 400\">An <strong>Agent Group<\/strong> is a collection of agents based on their skills, scopes, roles, and functionalities. All agents with specific skills are assigned to the same group to streamline customer service on SmartAssist. <\/span><\/p>\n<p><span style=\"font-weight: 400\">SmartAssist offers the flexibility to create distinct agent groups for different skill types like customer communication, operations, technical support, etc., and communication channels. <\/span><\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Agents_as_Group_Managers\"><\/span>Agents as Group Managers<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Existing SmartAssist users (agents) can also be added as group managers while creating\/modifying agent groups. Group managers monitor and manage agent groups on their monitoring console with the following permissions:<\/p>\n<p data-renderer-start-pos=\"2570\"><strong data-renderer-mark=\"true\">View\u00a0<\/strong><\/p>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"2631\">Limited visibility on agent activities which include, viewing agents lists or viewing agents dashboard.<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2721\">Can view agents dashboard and see what they&#8217;re working on, the progress of tasks, and more.<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2784\">Cannot view the agents screen when they&#8217;re talking to a customer.<\/p>\n<\/li>\n<\/ul>\n<p data-renderer-start-pos=\"3331\"><strong data-renderer-mark=\"true\">Interact<\/strong><\/p>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"3397\">Same as above, but can also use interactive functions.<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"3465\">Can view agents live screen and history of conversations in detail.<\/p>\n<\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Create_an_Agent_Group\"><\/span>Create an Agent Group<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400\">To add a new agent group, follow these steps:<\/span><\/p>\n<ol>\n<li>Click <strong>Agents<\/strong> under <strong>User Management<\/strong> on the left<span style=\"font-weight: 400\"><span style=\"font-weight: 400\">\u00a0panel.<\/span><\/span><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/NewAgentGrp.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2624\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/NewAgentGrp.png\" alt=\"\" width=\"640\" height=\"193\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/NewAgentGrp.png 1873w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/NewAgentGrp-300x90.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/NewAgentGrp-1024x309.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a>&nbsp;<\/p>\n<\/div><\/div><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><strong>Note:<\/strong> A <strong>Default Group<\/strong> is created on the <strong>Agents <\/strong>page.<div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div><\/li>\n<\/ol>\n<p>2. Click <strong>+ New Agent<\/strong> <strong>Group<\/strong>.<\/p>\n<p>3. In the <strong>Add New Agent Group <\/strong>window, provide the input for the following fields:<\/p>\n<ul>\n<li><strong>Group Name<\/strong> \u2013 Enter the name for the agent group.<\/li>\n<li><strong>Description<\/strong> &#8211; Enter a brief description for the group.<\/li>\n<li><strong>Group Managers<\/strong> \u2013 Use the search option to find and assign a manager to the new group. Alternatively, add a new manager.<\/li>\n<\/ul>\n<p>4.\u00a0 Select the manager\u2019s access level (<strong>View, Interact, Full<\/strong>).<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Newaggrp1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2626\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Newaggrp1.png\" alt=\"\" width=\"640\" height=\"514\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Newaggrp1.png 1087w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Newaggrp1-300x241.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Newaggrp1-1024x822.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p>5. Click <strong>Save<\/strong>.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Edit_Agent_Group\"><\/span>Edit Agent Group<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To modify the agent group settings, follow these steps:<\/p>\n<ol>\n<li>On the <strong>Agents<\/strong> page, click edit icon next to the specific group you want to edit.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditAgicon.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2629\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditAgicon.png\" alt=\"\" width=\"640\" height=\"89\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/EditAgicon.png 1534w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/EditAgicon-300x42.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/EditAgicon-1024x143.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/li>\n<li>In the <strong>Edit Agent Group<\/strong>\u00a0window, do the required configuration changes.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditAggrp.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2627\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditAggrp.png\" alt=\"\" width=\"640\" height=\"509\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/EditAggrp.png 1096w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/EditAggrp-300x238.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/EditAggrp-1024x814.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/li>\n<li>Click <strong>Save<\/strong>.<\/li>\n<\/ol>\n<div class=\"w-message color_blue\"><div class=\"w-message-body\"><p> <strong>Note:<\/strong> For the <strong>Default Group,<\/strong> you cannot edit the <strong>Group Name<\/strong>. Remaining fields can be edited.<\/p>\n<div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Delete_an_Agent_Group\"><\/span>Delete an Agent Group<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To delete an agent group, follow these steps :<\/p>\n<ol>\n<li>On the <strong>Agents<\/strong> page, click edit icon next to the specific group you want to edit.<\/li>\n<li>In the <strong>Edit Agent Group<\/strong> window, click <strong>Delete Agent Group <\/strong>icon.<\/li>\n<\/ol>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditAggrp-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2630\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EditAggrp-1.png\" alt=\"\" width=\"640\" height=\"509\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/EditAggrp-1.png 1096w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/EditAggrp-1-300x238.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/EditAggrp-1-1024x814.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><strong>Note:<\/strong> You cannot delete an agent group directly when any agent is associated with it. You need to delete\u00a0 the agents\/managers in the group first.<div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div>\n<p>3. In the confirmation pop-up, click <strong>Delete<\/strong>.<\/p>\n<p>4. The deleted agent is removed from the application and cannot sign in.<div class=\"w-separator size_medium\"><\/div><\/div><\/div><\/div><\/div><\/section>\n<p data-renderer-start-pos=\"3739\">\n","protected":false},"excerpt":{"rendered":"An Agent Group is a collection of agents based on their skills, scopes, roles, and functionalities. All agents with specific skills are assigned to the same group to streamline customer service on SmartAssist. SmartAssist offers the flexibility to create distinct agent groups for different skill types like customer communication, operations, technical support, etc., and communication...","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[25],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2857"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=2857"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2857\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=2857"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=2857"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=2857"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}