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[ACD] Bulk Assign/Unassign Agents to Campaigns

[ACD] Bulk Assign/Unassign Agents to Campaigns

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:

 

  1. Click the Bulk Update Teams button at the top of the page

  2. 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.

  3. 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

  4. 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.

  5. Once you have made your assignments and added any weights, scroll down and click Continue

  6. Next, you will be prompted to repeat the process (including any necessary search) for Inbound Campaigns

  7. Make your assignments and add Weights to selected or All Inbound campaigns

  8. Click Continue when done

  9. Next, you will be prompted to add Agents

  10. Scroll through or Search for the agents you wish to assign

  11. 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

  12. You also have the option to Skip All / Update All of the users that are currently displayed

  13. Once you have made your agent updates, click Execute

  14. 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



 

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