Assign a primary assignment group for each agent

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Associate each agent in your team to a primary assignment group to enable them to see the KPI metrics for the groups to which they belong.

    Antes de Iniciar

    Role required: sn_wfo_cfg_itsm.admin

    Por Que e Quando Desempenhar Esta Tarefa

    Before you set up Workforce Optimization for ITSM, you must assign each agent in your team to an assignment group that is identified as the primary assignment group to which they belong.

    Procedimento

    1. Navigate to All > User Administration > Users.
    2. Right-click the form context menu icon (Form context menu icon) and select View > WFO Workspace.
    3. In the Primary Assignment Group field, select a group as the primary assignment group for each agent.
      If you do not see the Primary Assignment Group field, select the gear icon and add the Primary Assignment Group field to the Selected column and select OK.