[ACD] Bulk Assign/Unassign Agents to Campaigns
- Kathleen Glica
The content in this article is appropriate for: Administrators & Supervisors
This feature allows the bulk assignment of Agents to multiple Campaigns. To access, click Agent Management in the left-hand navigation bar.
This article will cover:
Click the Bulk Update Teams button at the top of the page
The first page is a list of all Outbound Campaigns on the ACD. Scroll through or Search for the campaigns you wish to add assignments to.
Click the dropdown on the selected outbound campaign and choose one of the following options:
Skip: [default] selected campaign will not be affected
Add: will add users selected to the selected campaign
This option will also prompt you to set a Weight (optional)
Remove: will remove users from selected campaign
You also have the option of using the buttons at the top of the list to make edits to all campaigns on the page
Skip All: [default] all campaigns will be unaffected*
Add All: will add users to to all campaigns
Remove All: will remove users from all campaigns
*💡Use of the phrase All for the above means all of the campaigns on this page. If you have not sorted or narrowed down the list of campaigns by typing in the search bar, then “All” indicates every outbound campaign on the ACD. Conversely, if you had searched for “QA” and have 6 results, then “all” will refer to only the 6 campaigns shown.
Once you have made your assignments and added any weights, scroll down and click Continue
Next, you will be prompted to repeat the process (including any necessary search) for Inbound Campaigns
Make your assignments and add Weights to selected or All Inbound campaigns
Click Continue when done
Next, you will be prompted to add Agents
Scroll through or Search for the agents you wish to assign
Click the dropdown on the selected agent and choose one of the following options:
Skip: [default] user will not be affected
Update: will add or remove the user depending on the selections made on the previous OB/IB pages
You also have the option to Skip All / Update All of the users that are currently displayed
Once you have made your agent updates, click Execute
Once the batch assignments are complete, you will be shown a status page:
Status: Progress can be monitored here
time until done depends on the number of assignments being made and your internet connection speed
Campaigns Selected will be displayed in a list, along with the following:
Direction: was it and Outbound or Inbound campaign?
Action: Did you Add or Remove the agent(s)
Any Skip statuses will not be shown since no changes occurred
Program name
Campaign name
Assigned Weight
A list of Agents Selected, including their:
User Id
First Name
Last Name
Bulk Update Log
You can view a summary of the above information, plus some additional details by clicking the Bulk Update Log button on the Agent Management page
In the Batch Log, you can:
Click on the Batch # (blue button) to view the Bulk Update Status and Bulk Update Details
On this page, you can also click the Undo button to reverse the actions of this batch
