Sorting Live Agents by Ingroup

Within Live Agents there is a filter for Campaigns that often includes Ingroups in addition to Campaigns. This has to do with the way Vicidial handles the Call Logs. In Vicidial the Call Logs  refer specifically to Outbound calls. In the outbound data the Campaign ID  is the Ingroup ID. Because of this you will always see Ingroups listed under the Campaign filter option. This can cause a significant amount of confusion, especially when trying to filter Live Agents by Ingroups. 

So, why doesn't work? It is important to remember that when a User logs into TLDialer they are logging into a Campaign. In order for the Campaign Ingroup to work, the User would have to be logged into that specific Ingroup 54394, which is impossible to do. You can also look at the Campaign name on the Live Agents screen to verify which Campaigns the Users are logged into.

To filter by an Ingroup, locate the Closer Campaign search field on the right. In regards to Live Agents, all Ingroups are referred to as Closer Campaigns and this is where you would enter the Vendor name or Vendor ID. Also you want to modify the filter to the ~ or %like% to ensure the correct Ingroup is filtered. 

It is important to note that it is not possible to filter by multiple Ingroups because of the way the Closer Campaigns appear in Live Agents. If the Closer Campaign column is added to the report it is possible to see all the Ingroups the User is assigned to. However, this result is purely a text field and is not filtered or sorted in any way. If multiple search criteria were entered in the search field the report would not be able to find results since it is just looking at the text field for the Exact string of text. While this would be helpful, it’s not possible at this time.