Configuring Agent Groups and Assigning Group Membership
Before we go any further we need to mention that, at this point in time, agent groups must be created by Akamai (in the future, you will probably be able to create your own groups). If you want to implement agent groups, start by contacting your Akamai representative, and provide them with the following information:
- The name of each group (you can have multiple groups, with each group associated with a different set of search display attributes).
- The entity type (e.g., user) associated with the group. Groups can only be associated with one entity type.
- The attributes you want to display (for example, primaryAddress.country).
- The title for each search result column. For example, you might want to label the primaryAddress.address1 column Street Address:
In other words, you must supply data similar to this in order to create a group called North American Agents:
|Group name||North American Agents|
|Displayed attributes||givenName; familyName; primaryAddress.country; primaryAddress.phone; created; login|
|Column names||First Name; Last Name; Country; Phone No.; Registration Date; Last Login date|
After your groups have been created, you’ll see a new Groups section any time you access the Create Agent or the Edit Agent pages:
To assign an agent to a group, open the agent account and then complete this simple procedure:
- Select the group you want to assign the agent to.
- Save the agent profile.
If you change your mind later on, simply repeat this procedure, selecting None as the agent group and then saving the agent profile.
There are at least two things to keep in mind when working with agent groups:
- Agent groups only dictate the attributes displayed in the search results; they do not determine the profiles that an agent has access to. For example, you can use agent groups to prevent an agent from seeing the primaryAddress.Country attribute in the search results; however, you cannot use groups to prevent an agent from accessing profiles from a specific country or set of countries. To limit agent access, see Restricting Agent Activity By Profile Type.
- If you assign an agent to a group you still need to assign that agent a role: groups supplement agent roles but they do not replace agent roles. If you assign an agent to a group but do not assign that agent a role, you’ll see the following error message when you try to save your changes:
It’s also worth reiterating that each group is associated with a single entity type. For example, let’s say you assign an agent to a group associated with the user entity type. When that agent searches for user profiles, he or she might see custom search fields like these:
However, when that same agent accesses a different entity type, they’ll see the default search display attributes for that type: