ECS Reporting - Report Groups

The latest update to the Report Scheduler application introduces new features to create and manage Agent Groups and BP (Business Process) Groups.

You can find these options in the "Settings" link located in the "Report Navigator" of the Scheduler application.

Agent Group Management

Creating an Agent Group:

1. Go to the "Agent Groups" tab.

2. Select an organization from the "Organizations" dropdown list.

   1. 

3. Click the "Add" button to create a new Agent Group.

   1. 

4. Enter the group's name in the "Description" field.

   1. 

5. Check or uncheck the "Private" flag:

   • If checked, the group will be Private (visible only to that Supervisor).

   • If unchecked, the group will be Public (visible to all members of the organization).

6. Assign agents to the group in the "Agent's List" section.

7. Save your changes by clicking the "Save" button.

   1. 

Renaming an Agent Group:

1. Go to the "Agent Groups" tab.

2. Select an organization from the "Organizations" dropdown list.

3. Find the group you want to rename and click the "Update" link.

4. Update the group's name in the "Description" field.

5. Save your changes by clicking the "Save" button.

   1. 

Deleting an Agent Group:

1. Go to the "Agent Groups" tab.

2. Select an organization from the "Organizations" dropdown list.

3. Find the group you want to delete and click the "Delete" link.

   1. 

4. Confirm the deletion by clicking the "OK" button.

Managing Agents within a Group:

1. Go to the "Agent Groups" tab.

2. Select an organization from the "Organizations" dropdown list.

3. Find the group you want to manage and click the "Update" link.

4. Assign or remove agents in the "Agent's List" section.

5. Save your changes by clicking the "Save" button.

BP Group Management

Creating a BP Group:

1. Go to the "BP Groups" tab.

2. Select an organization from the "Organizations" dropdown list.

3. Click the "Add" button to create a new BP Group.

4. Enter the group's name in the "Description" field.

5. Check or uncheck the "Private" flag:

   • If checked, the group will be Private (visible only to that Supervisor).

   • If unchecked, the group will be Public (visible to all members of the organization).

6. Assign BPs to the group in the "Business Process's List" section.

7. Save your changes by clicking the "Save" button.

   1. 

Renaming a BP Group:

1. Go to the "BP Groups" tab.

2. Select an organization from the "Organizations" dropdown list.

3. Find the group you want to rename and click the "Update" link.

4. Update the group's name in the "Description" field.

5. Save your changes by clicking the "Save" button.

Deleting a BP Group:

1. Go to the "BP Groups" tab.

2. Select an organization from the "Organizations" dropdown list.

3. Find the group you want to delete and click the "Delete" link.

4. Confirm the deletion by clicking the "OK" button.

Managing Agents within a BP Group:

1. Go to the "BP Groups" tab.

2. Select an organization from the "Organizations" dropdown list.

3. Find the group you want to manage and click the "Update" link.

4. Assign or remove BPs in the "Business Process's List" section.

5. Save your changes by clicking the "Save" button.