State of Wisconsin Department of Health Services

Release 23-03 November 10, 2023

8.1.5 Adding an Agent to an Agent Group

(Video instructions available: Adding an Agent to an Agent Group)

Agent groups are used to group agents with similar skill sets together. These help for reporting purposes such as for separating different job duties such as LTC and workers who process overpayments. If a queue has voicemail, agents within the group can access the voicemails. Functionalities such as what the agent will first see when they log in to Genesys depends on their agent group.

To add an agent to an agent group:

1. Select the Agent Groups link on the Configuration Manager page.
   
2. Select the OpsStageIU folder.
   
3. Select the DHS folder.
   
4. Select the DMS folder or the consortium folder the agent is in (Capital, Northern, Milwaukee, etc.).

   Note:

   All other lines of business not related to Income Maintenance are in the DMS folder.

5. Select Static Agent Groups.
   
6. Select the agent group from the list.
7. Select Agents on the left-hand list. Once selected, there is a list of the agents currently assigned to the agent group.
   
8. Select Add.
   
9. Select the consortium folder the agent is in and then select the agent. Add any other agents to the agent group if applicable.

   Note:

   Only one agent can be added to an agent group at a time.

   
10. Select Apply once all the agents have been added.
    

    Note:

    Remove agents from an agent group by selecting the check box next to their name and select Remove.

 

 

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Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208