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Resolve agent group assignment overlaps and errors in a timeline

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Learn how to use the agent timeline to resolve overlaps and gaps in an agent's assignment to one or more agent groups, set an immediate assignment date, address inactive agents in a group and back-date or future-date an agent group assignment or remove an agent group assignment.

Edit_agent_assignment_to_teams_or_groups_timeline_SM___Tethr_customer_support.png

Required: You must be a Tethr admin to perform this task.
Getting started: If you're not already viewing the individual agent's profile page, select the Settings option in your user menu and then choose Agents in the Admin menu on the left. Then select the name of the agent you want to edit in the list of Agents. 

 

Resolve overlaps in an agent's group assignment

Let's say you have an agent assigned to two managers for the same period. Or, an agent assigned to both your US team and your mobile desk team for the same period.

Overlaps show as red notifications along with red bars across the agent timeline for the period of overlap.

Agent_group_assignment_overlap_found_notification_on_agent_timeline___Tethr_customer_support.png

  1. To resolve the overlap, on the timeline within the individual agent profile page, select the red icon or the red bar on the timeline to edit it.
  2. A pop-up will display allowing you to resolve the conflict by using an existing date and time as a transition date and time or entering a new transition date and time. Select Save once you've edited your transition date and time to resolve your overlap conflict.

    Resolve_agent_overlap_conflict_on_agent_group_timeline___Tethr_customer_support.png
  3. A pop-up will appear to confirm you are authorized to do this task. Enter your sign-in information and then click the Authorize button.
    Admin-authorize-admin-action.png

Resolve gaps in an agent's group assignment

Let's say you have a gap in your agent's assignment to a manager or team.

Gaps show as blue notifications along with bars that have a blue border across the agent timeline for the gap in time.

  1. To resolve the gap, on the timeline within the individual agent profile page, select the blue icon or the bar with the blue border on the timeline to edit it.

    Gap_found_notification_on_agent_management_timeline___Tethr_customer_support.png
  2. A pop-up will display allowing you to resolve the conflict by using an existing date and time as a transition date and time or entering a new transition date and time. Select Save once you've edited your transition date and time to resolve your overlap conflict.

    Resolve_gap_in_team_member_assignment_on_agent_management_timeline___Tethr_customer_support.png
  3. A pop-up will appear to confirm you are authorized to do this task. Enter your sign-in information and then click the Authorize button.
    Admin-authorize-admin-action.png

 

Set agent group assignments immediately, inactivate them or set them in the past or future

You can set agent group assignments that take effect immediately, make agents inactive and back-date or future-date agent assignments to an agent group by clicking on the timeline.

Set an immediate agent group assignment

  1. On the agent's profile page, select the Add agent to group button below the agent's personal information.

    Add_an_agent_to_an_agent_group___Tethr_cusotmer_support.png
  2. A pop-up will display allowing you to choose an agent group from a dropdown menu list to add your agent to. You can also edit the date and time of this agent assignment or elect to specify an end-date for the agent assignment by clicking the Specify end date link and entering a date and time. Select Save once you've edited the start and end timeframes for the agent's assignment to an agent group.

    Select_your_preferred_group_from_the_search_list_and_choose_Save_to_add_your_agent_to_the_chosen_agent_group___Tethr_customer_support.png
  3. A pop-up will appear to confirm you are authorized to do this task. Enter your sign-in information and then click the Authorize button.
    Admin-authorize-admin-action.png

Inactivate an agent assignment

  1. On the timeline within the agent's profile page, select the bar associated with the agent you'd like to add an inactive assignment period to and choose the option to Add inactive date from the menu.

    Select_agent_group_on_the_timeline_to_add_inactive_date___Tethr_customer_support.png
  2. A pop-up will display allowing you to choose the inactive date and time of this agent assignment. Select Save once you've edited the inactive timeframe for the agent's assignment to an agent group.

    Add_inactive_date_to_agent_assignment_on_agent_management_timeline___Tethr_customer_support.png

  3. A pop-up will appear to confirm you are authorized to do this task. Enter your sign-in information and then click the Authorize button.

    Admin-authorize-admin-action.png

 

Back-date or future-date agent group assignments

Tip: To apply new assignments to interactions in the past, please submit a support ticket to reprocess interactions.
  1. On the timeline within the agent's profile page, select the bar associated with the agent you'd like to back-date or future-date an assignment period for and choose the option to Edit inactive date from the menu.

    Edit_active_date_of_agent_group_assignment___Tethr_customer_support.png
  2. A pop-up will display allowing you to choose the date and time of this agent assignment in the past or future. Select Save once you've edited the past or future timeframe for the agent's assignment to an agent group.

    Edit_effective_date_to_back-date_or_forward-date_an_agent_assignment___Tethr_customer_support.png
  3. A pop-up will appear to confirm you are authorized to do this task. Enter your sign-in information and then click the Authorize button.

    Admin-authorize-admin-action.png

Remove an agent group assignment

  1. To remove an agent's assignment to a group, on the timeline within the agent's profile page, select the bar associated with the agent you'd like to remove from a group and choose the option to Remove from the menu.
  2. A pop-up will display allowing you to confirm removal. Select Remove when you're ready to remove the agent's assignment form a group timeframe.

    Remove_agent_assignment_to_group_timeframe___Tethr_customer_support.png

  3. A pop-up will appear to confirm you are authorized to do this task. Enter your sign-in information and then click the Authorize button.
    Admin-authorize-admin-action.png

What's next?

Add an agent to an agent group
Remove an agent from an agent group
Edit an agent group

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