Organize Employees into the Workgroups | Top Previous Next

You can recreate your Customer Care Center organizational structure on the Workgroup tab of the Employee SubFocus. Here, you can link Employee records to any Workgroup. An Employee can be a member of several Workgroups at the same time. Besides reflecting corporate organizational structure Workgroups can also used to define application security, participate in routing and notification rules and can be assigned to application objects like Tickets to indicate the responsible Workgroup. In order to create a new Workgroup you need to create a new record in the Workgroup form by defining its Name and optionally a Description. Use Notify Method field to indicate the preferred transport for delivering application notifications. Choices are;
• | Alert – the notifications will be sent as QueWeb Application web message. Individual Users will find them in the My Queue screen. Only one notification will be sent to the Workgroup, all members of Workgroup will see the same information on the
• | Email – the notification will be sent as Internet E-Mail messages to the address specified in the Notify Address field on the Workgroup.
• | Owners – notifications will be sent separately to individual members of the Workgroup. The transport will be determined by the Notify Method field value of the corresponding Workgroup Member record.
To link Employee and Workgroup records you need to use Workgroup Member form. To do this you need to select relevant Employee and Workgroup records in the corresponding reference fields. Use Tier field to indicate the position of Employee in the Workgroup (e.g. All managers can be included into the Workgroup as tier 1 and all other agents as tier 0). Notify Method specifies how notifications will be delivered to Employee once notification is sent to corresponding Workgroup which is configured with Owners value in the Notify Method field. Hint: If list of Employees or Workgroups is too big to find the target record with the reference control then you can search on the corresponding forms of the SubFocus. Once record is selected into the form the corresponding fields on the Workgroup Member form will be auto populated with selected values.