Moving an agent to another job

最終更新日 : Jun 08, 2022 |

About this task

Use this procedure to manually move an agent to another job.

If an agent has a Pending Callback or a Pending Consult request, the Agent Manager component of POM ignores the manual Move To Another Job request. You must monitor the agent job state. You can consider the manual Move To Another Job request as complete if the agent job state changes to Pending Manual Job Move.

If the agent job state does not change to Pending Manual Job Move, use the Move to Another job option again. The Agent Manager component raises an event if the agent movement cannot be completed.

Procedure

  1. On the ribbon bar of the Supervisor Dashboard, click Staffed Agents.
  2. On the Staffed Agents page, click Actions Actions icon corresponding to the staffed agent you want to move to another job and click Move to Another job.
  3. If there are no jobs that match the agent skills, a message showing that there are no jobs for the selected agent is displayed.
  4. If there are jobs that match the agent skills, on the Move to Another job page, do the following:

    The Selected Agents ID field displays the agent ID.

    1. In the Thrash Interval (in Minutes) field, type the thrash interval in minutes to prevent the blend agent from moving between inbound and outbound too frequently.

      If an agent is released and acquired, the agent can be released and acquired again only after the thrashing time elapses.

    2. In the Job ID to Move field, click the job ID of the target campaign to which you want to move the agent.
    3. In the Task Name field, click the name of the campaign task job to which you want to move the agent.
    4. In the Priority field, click the priority of the task job.

      Priority 10 indicates the highest priority, and priority 1 indicates the lowest priority.

    5. In the Minimum Agents field, type the minimum number of agents required for the task job.

      You can set the minimum agents value to 0. If you change the value at run time, the agent reassignment algorithm is triggered, and agents are reassigned.

    6. In the Maximum Agents field, type the maximum number of agents required for the task job.

      If you change the value at run time, the agent reassignment algorithm is triggered, and agents are reassigned.

    7. Click Apply.