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rostrvm can dynamically reassign agents to different (inbound, or outbound) agent groups in the contact centre. This reassignment is driven by the need to meet required service levels. Agents are moved between groups under the control of configured rules, which respond to the demand for resource within different areas of the contact centre.
This functionality is provided by the ResourceBroker component of rostrvm. More details are provided as follows:
ResourceBroker may be used to monitor the state of the agent groups within the contact centre, and display how they are performing with respect to the performance rules that have been specified.
ResourceBroker Overview Panel
A list of all agent groups which have ResourceBroker move rules configured.
| • | Move Indicator - an icon indicating whether agent resource is required by the group, and/or agent resource can be taken from the group. This is shown as a left, right, or double arrow. |
| • | Agent Group - to which the rules apply; |
| • | Agents - the number of agent currently logged into the agent group; |
| • | Inbound Rules Max Agents - the maximum number of agents allowed to be moved into this group by ResourceBroker. If there are more agents in the group than this number then no more will be moved in; |
| • | Inbound Rules Rule Status - a textual description of the status of the moving in rule; |
| • | Outbound Rules Min Agents - the minimum number of agents allowed to be moved out of this group by ResourceBroker. If there are less agents in the group than this number then no more will be moved out. |
| • | Outbound Rules Rule Status - a textual description of the status of the moving out rule; |
Agent Moving Panel
A list of all agents grouped by agent group that are currently logged on.
| • | User Name - the name of this agent; |
| • | Moving To - if a move is pending, the name of the agent group to which this agent will be moved once they request to go Ready (agents are only moved when they request to enter, or are already in, the Ready state). |
Agent Move History Today Panel
The movement history shows a list of the agents that have moved, and the details of why they have moved.
| • | Time - the time that the agent was moved; |
| • | User Name - the name of the user that was moved; |
| • | To Group/CPN - the agent group (or outbound campaign) to which the agent was moved; |
| • | In Criteria - the rule that was used to acquire the agent; |
| • | In Value - the value of the rule at the time that the agent was acquired; |
| • | In Target - the value of the rule threshold that was applied; |
| • | From Group/CPN - the agent group (or outbound campaign) from which the agent was moved; |
| • | Out Criteria - the rule that was used to release the agent; |
| • | Out Value - the value of the rule at the time that the agent was released; |
| • | Out Target - the value of the rule threshold that was applied. |
Operations
From here you can:
| • | Manually move an agent - to manually move an agent to another agent group click the User Name from the Agent Moving Panel and select the Move To Agent Group xxx option from the drop-down menu. If the agent is in the Ready state then they will be moved straight away. If the agent is not in the Ready state then they will be scheduled to move as soon as they next request to enter Ready. The Move To column is updated with the intended agent group. |