Locations having multiple agent groups

[Gersy]

Hi,

I am in the data stage of implementation and hoping someone can point me in the right direction on the location parent. We have multiple locations, currently with Regions 1-10 set as their parent. However, the difficulty is that not one signle group of agents will service a region, there are two groups of agents, which may span one or more parents.

For example:

Venue A through D has Region 1 as their parent, and we need agent 1 to cover two of the venues and agent 2 to cover the other two.

Venue E through H has Region 2 as their parent, and we need agent 2 and 3 to cover two of the venues and agent 4 and 5 to cover the other two.

Venue I through L has Region 3 as their parent, and we need agent 5 and 6 to cover two of the venues and agent 6 and 7 to cover the other two.

Is there an easy way to set this up? All I can see in the data tables is setting a parent and having an agent group servicing that parent - sadly our agents will need to cross parents.

[Joshua Chen FX]

 any chance you can put that in a table format? it's hard to understand

[Gersy]

Table added, with two columns from what would be the locations data, and then an explanation of how the venues would be covered by the two types of engineers. You should also note that a certain engineer may cover venues that are not in the same region, hence the difficulty.

[Joshua Chen FX]

have you looked up territory management? 

you define your geographies (using geoJson or matching attributes), then create territories on top of them,
assign your engineers to the respective territories.
1 group can be in 2 territories.
2 territories can overlap.
territories can have hierarchy
you can also allocate 1 engineer in territory 1,2,3 for a specific duration via agent membership

ultimately, dynamic scheduling or schedule op will look to assign closest agent if that is what you have defined in the configuration, the system will take all factors into consideration before assigning the job, including capacity if you use capacity management. depending on the location, the territory will be autopopulated (using lat/long), and only the groups you have defined under that territory (dispatcher, qualifier, assignment groups) will be able to see them/work on them

[Gersy]

The difficulty is that the territories are fixed for each engineer. Each type 1 has their own set of venues, as do type 2's. I will take a deeper look at the territory management, though.