Routing settings - groups

The Routing settings - groups dashboard presents data for the current configuration of groups and agents. Information includes group details and assigned agents, as well as the detailed agent's group configuration that can be downloaded and analyzed further.

At the top of the dashboard, you can set global filters for this dashboard:

Group—the group (identified by name) you want to analyze data for. You can choose different rules to narrow down the agents (assigned to the selected group or groups) in the dashboard. By default, the Group filter contains all groups and displays data for all agents.
Group ID—the group (identified by ID) you want to analyze data for. You can choose different rules to narrow down the agents (assigned to the selected group or groups) in the dashboard. By default, the Group ID filter contains all groups and displays data for all agents.
Agent—the agents (identified by name) you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. By default, the Agent filter contains all agents.
Agent ID—the agents (identified by ID) you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. By default, the Agent ID filter contains all agents.

Detailed explanation of tiles

Group and agents summary tile

The Group and agents summary tile displays the list of currently existing groups and the total of agents assigned to each group.

The Group and agents summary tile contains the following columns:

Group—the name of the group, set in User Admin in the VCC admin portal during group creation.
Group ID—The ID of the group, set in User Admin in the VCC admin portal during group creation.
Assigned agents—the total number of agents assigned to the group.

Agent and groups summary tile

The Agent and groups summary tile displays the list of currently existing agents (or supervisors and admins acting like agents), and the total groups they are assigned to.

The Agent and groups summary tile contains the following columns:

Agent—the name of the agent as defined in the VCC admin portal during agent creation.
Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
Groups—the total number of groups that the agent is assigned to.

TOP 10 groups tile

The TOP 10 groups tile displays the percentage distribution for the first 10 groups that have the most agents assigned to them. The total percentage of those 10 groups gives 100%.

Agents not assigned to any group tile

The Agents not assigned to any group tile display agent details (name and ID) of the agents that are not assigned to any group. If the tile by default shows no results, it means that each agent is assigned to at least one group.

The Agents not assigned to any group tile contains the following columns:

Agent—the name of the agent as defined in the VCC admin portal during agent creation.
Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.

Agent and group details tile

The Agent and group details tile displays details about agents and their group configuration. Each group, that the agent is assigned to, is represented in a separate row with the group name and group ID.

The Agent and group details tile contains the following columns:

Agent—the name of the agent as defined in the VCC admin portal during agent creation.
Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
Username—the user's username as defined in the VCC admin portal during user creation.
License—the license assigned to the user in User Admin—one of Admin, Supervisor, Wallboard, or Agent.
Group—the name of the group, set in User Admin in the VCC admin portal during group creation.
Group ID—The ID of the group, set in User Admin in the VCC admin portal during group creation.