FAQ: How do I see which agents are not configured for any planning groups in the business unit?


To view agents that cannot handle planning groups, go to Configuration > Agents. Select the appropriate business unit in the upper right corner of the screen, and then sort by the Planning Groups column. Agents with no Planning Groups displayed cannot handle any planning groups. 

Key items to remember when configuring planning groups:

  • The <none> option for languages and skills specifically means that the interaction has either no language or no skill. The setting does not mean “any” language or “any” skill.
  • When you configure skills in a planning group, selecting more than one skill means that the planning group is made up of interactions with all the skills selected, not any of the listed skills.

For more information, see View agents in a planning group.