Members view

The members views shows all information about all groups the logged on agents belongs to.

This includes:

•Group status (logged on/off)

•Agent name

•SwyxWare state (logged on/off, free, alerting, speaking, away, dnd, redirected)

•Mobile Extension state (enabled/disabled)

•Actions (log on/off, change pause state, ...)

As there are no groups after installation, Queue Controller will show the "Everyone" group by default. As soon as a queue is created and a group is assigned for delivery, this view shows only the groups of the agents.

Detailed explanation (post installation phase):

•A group "Support" is available in SwyxWare with an internal number 69

•This group is not used in any call routing or AdminCenter created queue by default

•Default Views showing the "Everyone" group to each agent by default as the agent doesn't belong to any group yet.

•As soon as a call routing or AdminCenter created queue is used for the first time and a call would be delivered to the "Support" group, Queue Controller creates special groups in SwyxWare as described here

•As soon as at least one special group has been created all agents will only see those groups they are a member of. If an agent is not a member of any group, no group will be shown

•The "Everyone" groups is not shown any more as long as all special groups are deleted again

•This features prevents agents from seeing no groups at all in their skins directly after installation

Agents:

•Each SwyxWare user that will be added to a SwyxWare group with no appendix or the appendix "(logged off)" will be used as agents and the group will be shown to that user in DefaultViews.

•Adding a SwyxWare user to a group "(logged off)" adds the user as an initially logged off agent.

Supervisor groups:

•Adding a SwyxWare user to a SwyxWare group with the appendix "(supervisor)" the group will be shown to that user in DefaultViews and the user will be able to control all agents in that group.

•A supervisor doesn't necessarily need to be an agent used for call delivery.

View-only groups:

•Adding a SwyxWare user to a SwyxWare group with the appendix "(view only)" the group will be shown to that user in DefaultViews but the user will not be able to control any agent in that group.

•View only groups are useful for users that are not agents but need to see their status information