Manage state groups

State groups allow you to organize individual agent states into groups for use in real-time adherence rules. Grouping states simplifies rule mapping by letting you apply the same adherence behavior to multiple related agent states instead of configuring each state individually.

Calabrio ONE evaluates state groups when determining whether an agent is In Adherence, Out Adherence, Extra, Long Call, Undefined, or in a special condition.

Prerequisites

You have the Options > Manage real-time adherence permission.

Page location

WFM > Adherence > Monitor organization > Configuration () > Rules tab > State groups

Procedures

Create a state group

Create a new state group to be used for follow-up.

  1. Click Add new state group.
  2. Enter name that clearly describes the purpose of the group in the State group name field.
  3. Click Add state group to save.
  4. Click Save.

Move states to a state group

Move states to another state group, for example when new states have appeared.

  1. Click the drop-down button to expand the state groups.
  2. Click the three dots next to the state that contains the states you want to move or remove.

  3. Click Move to another group. When the window opens, select a state group from the drop-down list, then click Update changes to confirm.

  4. Click Remove from group to remove the state from the state group immediately.

  5. Click Save.

NOTE   Once assigned, all selected states will inherit the behavior defined for the state group.

Delete a state group

  1. Click the Delete icon next to the state group you want to delete. A Confirm delete window opens.

  2. Click Delete to confirm.

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