Primary and Secondary ACD Groups
In Cloud version 6, you now need to assign secondary groups to the ACD user within the customer manager portal.
You won’t be able to add a group within the iPECS ONE client or enter a secondary group via the feature code if you are not a member of this secondary group.
First, you need to assign agents to their primary group, this is done via the ACD Group tab.
When you move one extension to be part of this group, you are assigning their primary group.
If an extension needs to be part of more than one ACD group, you will need to assign their secondary groups under ACD Secondary Group tab.
One extension can be part of one Primary group and up to 10 Secondary groups.
To do this select the extension, then you can see your primary group (this is locked and can only be changed by removing the extension as a member on the ACD Group tab) and you have up to 10 dropdowns options for the Secondary groups this extension can be part of.
Whatever role you are on your primary group (supervisor, sub supervisor or member) is what you will be in all groups.
You cannot be a mix of roles across group.
Under Agent ID you can assign their skill levels
The skill level of an agent can range from 0-255 being 0 being the most proficient.
The call will go to the junior agents and only if they are not available, the call will be presented to be most senior agents.
You can assign different skill levels for each group you are a part of.
The default Skill Level (underneath the Agent Name) will be applied if you don’t enter a skill level for a group that you are part of.
Primary group means a group who a member (agent, sub supervisor, and supervisor) follow the
settings when they log on.
Secondary group is a group who a member can log on but do not follow all the settings.
This table shows the features that the agent will follow in primary and secondary groups.
