Create groups to filter agents in WFM

Create your own group pages to filter agents on other criteria than the business hierarchy or the predefined group pages, such as skill or contract. The group pages are available in most places where you select agents or groups of agents.

The group pages you create can be based on existing information, such as the information in the Note column or an optional column within the People module.

Group pages based on optional columns are automatically updated with any changes to the information in the column if the Dynamic group page setting is selected for that optional column. Other created group pages are not updated automatically and must be updated manually to reflect any changes.

Prerequisites

  • You have the People permission and the underlying permissions Modify group page and Modify people within group page.
  • To define a group page as a dynamic group page, you have the Options permission.
  • Agents are added.

Page location

This functionality can be accessed in different locations.

  • Client > People
  • Client > Schedules

Procedures

Create a manual group page

  1. Click Add new group page.
  2. Enter the name of the new group page.
  3. Select what parameter to use to group the agents on as a starting point.

    Select Do not group to not group the agents at all. If you select this option, you must create your own subgroups.

    Select Note, Contract, Part-time percentage, Contract schedule or Shift bag to group the agents on one of those parameters as a starting point.

    Select Optional column and select which optional column in the menu to group the agents based on the values in that column as a starting point.

    NOTE   If you want the group page to be dynamically updated based on any changes to the information in the optional column, see the procedure Create an automatically updated group page based on an optional column below instead.

  4. Click OK.
  5. Continue by moving agents within your group page manually, if needed. See the procedure below.

Move agents within a group page

  1. Among the tabs above the business hierarchy, select the group page to edit.
  2. Click Edit group page.
  3. Create subgroups if needed. Right-click the top node and select New group. Enter a name for the subgroup and click OK.

    To create more levels of subgroups, you can pull a subgroup into another subgroup.

  4. Move agents into or between the subgroups.

    • Select the agents to move.
    • Drag them to the correct group.
  5. Click OK.

Create an automatically updated group page based on an optional column

  1. Open Options.
  2. Select Optional column.
  3. Select the optional column to create a group page for.
  4. Select the Dynamic group page check box.
  5. Click Apply.

Rename a group page

  1. Among the tabs above the business hierarchy, select the group page to edit.
  2. Click Rename group page.
  3. Enter the new name.
  4. Click OK.

Delete a group page

  • Among the tabs above the business hierarchy, select the group page to edit.
  • Click Delete group page.
  • Click Yes to confirm.

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