The service(s) contributing dial traffic to and receiving traffic from a service group (SG) are defined here. At a basic level the service group defines which outbound services an agent can be signed into to receive traffic from the contributing inbound and outbound services. Expand below to learn more.
Your list of Service Groups is available in the General tab. Each service group may represent a call center, book of business, or custom routing logic you have designed. The attributes of a service group include:
ID: This is a unique system-assigned number. You do not need this number.
Name: The description assigned to the SG, used to distinguish it from other SGs.
Distribution: This indicates the interaction channel type. For example, 'Call' is for voice interactions.
Type: Each SG can have one type assigned at all times that, in combination with the agent skill system, further determines how calls are prioritized agent-over-agent. Types include:
LONGEST_AVAILABLE_AGENT: If no agents with the proper skill are available to take the call it will be transferred to the longest available agent in the same service group regardless of skill.
STRICT_CLASSIFICATION: If no agents with the proper skill are available to take the call the call is put on hold until an agent with proper skill becomes available. Hold time can be configured in the template. Once the maximum hold time is reached, the call will be terminated.
STRICT_OVERFLOW: If no agents with the proper skill are available to take the call it will be put on hold until the maximum hold time (configured in the template) is reached. At this time the system will expand the target selection to include all agents in the service group and the call will be bridged to the longest available agent. If no agents are available, the system will continue searching until one becomes available (no more max hold time action).
UNIFORM_DISTRIBUTION: Clicker agents assigned to strict HCI or 10DMT services which are configured with this type of Service Group will be able to initiate calls on those configured strict HCI or 10DMT services.
Enabled: Sets the service group as enabled (routing rules defined in the SG are applied) or disabled (routing rules not applied).
Mapping by service establishes which services an agent may be logged into to receive the service group's generated inbound or outbound traffic.
All of a service group's attributes, aside from the ID, can be adjusted. For an explanation of the attributes see service group attributes above. For information on how to adjust each attribute, expand the section below.
Double-click anywhere in the SG's row. Change the Name, select OK, then hit Save. The ChangeHistory tab will display the changes you made.
Double-click anywhere in the SG's row. Change the Type by choosing from the drop down, select OK, then hit Save. The ChangeHistory tab will display the changes you made.
Double-click anywhere in the SG's row. Change from Enabled by unchecking the 'Is Enabled' check box. Select OK, then hit Save. The ChangeHistory tab will display the changes you made.
From the General tab, select Add Service Group button from the bottom left.
Enter desired attributes. See service group Attributes above for details.
Select OK button, then Save.
The ChangeHistory tab will display the changes you made.
Because a deleted SG cannot be restored and must be re-built, only those without associated Inbound or Outbound services can be removed.
From the General tab, select the SG(s) to be deleted. Select multiple with CTRL button.
Click on Delete Service Group(s).
Select Save button.
If successful, a notification message appears.
Adjust a single SG's mapping by going to Mapping by Service tab and selecting a service from the service drop down menu. Move additional service groups to the right column for inclusion or remove to exclude them. Select OK, then hit Save.