Assign a primary assignment group for each agent

Associate each agent in your team to a primary assignment group to enable them to see the KPI metrics for the groups to which they belong.

Before you begin

Role required: sn_wfo_cfg_itsm.admin

About this task

Before you set up Workforce Optimization for ITSM, you must assign each agent in your team to an assignment group that is identified as the primary assignment group to which they belong.

Procedure

1. Navigate to All > User Administration > Users.
2. Right-click the form context menu icon () and select View > WFO Workspace.
3. In the Primary Assignment Group field, select a group as the primary assignment group for each agent.
   If you do not see the Primary Assignment Group field, select the gear icon and add the Primary Assignment Group field to the Selected column and select OK.