Manage state groups on the web

State groups allow you to organize individual agent states into groups for use in real-time adherence rules. Grouping states simplifies rule mapping by letting you apply the same adherence behavior to multiple related agent states instead of configuring each state individually.

Webex WFO evaluates state groups when determining whether an agent is In Adherence, Out Adherence, Extra, Long Call, Undefined, or in a special condition.

Prerequisites

You have the Web > Adherence > Manage rules > State mappings permission.

Page location

WFM > Adherence > Monitor organization > Configuration () > Rules tab > State groups

Procedures

Create a state group

Create a new state group to be used for follow-up.

  1. Click Add new state group.
  2. Enter name that clearly describes the purpose of the group in the State group name field.
  3. Click Add state group.
  4. Click Save.

Move states to a state group

Move one or more states to a different state group.

  1. Click the drop-down arrow to expand the list of state groups.
  2. Locate the state that you want to move, then click the three-dot menu next to it.

  3. Click Move to another group. When the window opens, select a state group from the drop-down list, then click Save to confirm.

NOTE   After a state is assigned to a state group, it inherits the behaviors and settings configured for that group.

Remove a state from a state group

  1. Click the three-dot menu next to the state.

  2. Click Move this state to Ungrouped states.

The state is immediately removed from its current state group and moved to Ungrouped states.

Assign ungrouped states to a state group

  1. Expand the Ungrouped states section.

  2. Select the check-box next to each state that you want to assign.

    • To select all available ungrouped states, select Select all.

  3. Click Assign to group.

  4. In the dialog box, select the target state group.

  5. Click Save to confirm.

    NOTE   After a state is assigned to a state group, it inherits the behaviors and settings configured for that group.

Delete a state group

  1. Click the Delete icon next to the state group you want to delete. A Confirm delete window opens.

  2. Click Delete to confirm.

Related topics