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Automate Agent and User Groups Using Employee Attributes

Depending on your MaestroQA integrations, you may be able to maintain user and agent groups automatically!

Robby Dunigan avatar
Written by Robby Dunigan
Updated over a year ago

Overview

An "Auto" Group is a new type of Agent or User Group that updates automatically, without the need for manual updates. This is accomplished by MaestroQA syncing employee attributes and using those attributes to define the membership rules of the group. This means that when an attribute is updated in the data source, the change is synced to MaestroQA and the Agent or User group is automatically updated based on the change!

NOTE: If you'd like to automate agent groups based on agent QA scores, check out this Help Article.

Supported Data Sources

MaestroQA currently supports syncing in employee data from the following data sources through the standard, in-app integrations: Zendesk, Zendesk Chat, Salesforce, Kustomer, Five9, Agyle Time (Playvox WFM), and Assembled.

User attributes can also be passed via Okta or a custom SCIM process.

Enabling This Functionality

This feature is limited to clients on the Professional and Enterprise MaestroQA packages. If you're interested in this functionality, please reach out to your CSM to have it enabled.

Considerations Before Enabling

  1. Is your employee data stored in one of the supported data sources listed above?

  2. Is the employee data you have pertinent to your QA program from a permissions, reporting, and/or workflow perspective?

  3. Is the employee data you have accurate and well-maintained? This functionality doesn't support groups that are partially automated and partially manually maintained. In other words, the groups are all or nothing based on the upstream data

If your answer is yes to each of the above questions, here are some common use cases that clients have solved for through this functionality:

  • Manager/supervisor based groups

  • Location based groups

  • BPO partner based groups

  • LOB based groups

Syncing Employee Attributes into MaestroQA

If you are integrated with a supported data source, here is how to add employee attributes:

  1. Navigate to Settings -> Integrations

  2. Select the appropriate integration

  3. Select Agent Custom Attribute from the Setting dropdown

    1. NOTE: The User Custom Attribute option will bring in attributes for customers in the data source. It does not correspond with Users in MaestroQA. If you're looking to bring in employee data for MaestroQA Users (rather than/in addition to Agents), Agent Custom Attribute is still the appropriate choice

  4. Select the desired attribute

  5. Click Add Agent Custom Attribute

Employee Attribute Sync Timing

MaestroQA syncs with employee data sources hourly. This will impact how quickly new attributes appear and how quickly changes to existing attributes are reflected in MaestroQA.

Viewing Employee Attributes in MaestroQA

Users are able to see employee attributes on both the User Accounts and Agents tabs in Settings -> User Roles. This is done by locating a User or Agent and clicking View User Attributes.
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You can also review employee attributes in bulk for Users and Agents by using the Export options in each tab. All employee attributes will be included in the resulting exports.

Creating Auto Agent and User Groups

The workflow for creating Auto User and Agent Groups is the same for both.

  1. Navigate to Settings -> User Roles -> User Groups or Agent Groups

  2. Click Create Group

  3. Enter a name for the group

    1. You cannot rename Auto User and Agent Groups once they are created, so please ensure they have the name you'd like before incorporating them into other parts of the application!

  4. Toggle the group type from Manual to Auto

  5. Select String, True/False, or Number from the Attribute type dropdown

  6. Select the appropriate attribute from the Attribute type dropdown

  7. Select one of the following values the Operator dropdown

    1. When Attribute type = String (NOTE: Use this Attribute Type for Arrays/Lists as well)

      1. Equals

      2. Does Not Equal

      3. Contains

        1. Contains can be used for three use case:

          1. Check if a String contains a sub string

            1. Example: Email Contains @xyz.com

          2. Check for a single value in an Array/List

            1. Example: Skills Contains Phone

          3. Check for multiple values in an Array/List

            1. Example Skills Contains Phone OR Email OR Chat

      4. Does not Contain

        1. Inverse use cases of Contains

      5. In

        1. In should be used when checking for multiple distinct string values

        2. Example: Location In New York,New Jersey,Texas = Location can be either New York, New Jersey, or Texas

      6. Starts With

      7. Ends With

    2. When Attribute type = True/False

      1. Equals

      2. Does not Equal

      3. NOTE: The value must either be true or false (CASE SENSITIVE)

    3. When Attribute type = Number

      1. <

      2. <=

      3. =

      4. >=

      5. >

      6. != (does not equal)

  8. Populate the value of the attribute you're searching on

  9. Click Add to add the employee attribute filter

    1. A group preview will populate each time a new filter is added

  10. Repeat steps 5-9 as needed

Click Save Group

If you have any questions on creating and leveraging these new automated groups, don't hesitate to reach out!

Video Walkthrough

For a visual walkthrough of the product experience, see the below video:


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Configuration Updates

If you're making the transition from manual agent/user groups to auto-maintained versions, below is a configuration checklist to ensure you're using them effectively across MaestroQA:

  1. Build all in-scope groups

  2. Update User and Agent group access

  3. Update Automations

  4. Update saved reports

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