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Agent Synchronization

  • Updated

Did you know that you can synchronize agent work type, time zone, supervisor, PTO rules source, region (language), activity, security setting, and schedule templates? You can synchronize any or all of the properties to one agent or many, or set the properties of one agent to automatically sync to one or many others.
There are two sync options: automatic (using the auto sync service) OR manual (using a wizard).

  • Automatic uses a sync template where you specify a source and target(s) then turn on a service to monitor for changes to the source to apply to the target(s).
  • Manual uses a wizard to select the properties to apply to selected agents.

Automatic

Settings > People & agent templates > Synchronize people > Synchronization templates

  1. Select Click here to create a new agent synchronization template.
  2. Give it a name and description, then check the box to enable automatic updates. Save.
  3. Click Identify sync source: Select an agent profile (for agent specific data) OR select agent template (for schedule templates) – you can only choose one.
  4. In the pop-up, select the agent or profile to use as the source.
  5. Click Choose synchronization properties then select the sync properties to apply by clicking +: supervisor, work type, time zone, activity tree, schedule templates, security, PTO rules source, region. 
  6. Click Identify sync targets then click Choose people: In the pop-up select by people by activity, supervisor, or manually select people.
  7. If you need to remove some people from the list, click Manage sync exceptions.
  8. Note: The synchronize now button in the middle of screen will synchronize manually according to template.
  9. To turn on the service: Settings > application settings > administrative settings > services > agent sync monitor service: Choose enable service = yes; review the options then Save.

Manual

Note: There is no "back" button in the wizard.
Settings > People & agent templates > Synchronize people > Synchronize people now and follow the agent synch wizard.
Step 1: Click Next.
Step 2: Choose site from your Enterprise Model.
Step 3: On the left side choose what to sync: default work type, time zone, supervisor, PTO rule, region.
For each option select Do not synchronize… or select an option. When finished click Next.
Step 4: Choose activity assignment to sync and click Next or click Skip activities.
Step 5: Choose schedule template to sync and click Next or click Skip schedule templates.
Step 6: Choose target people: by activity, supervisor, or manually choose people. Click Next.
Step 7: View settings then click Synchronize agents.
Step 8: View results.

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