Returns information about the Response Group agent groups configured for use in your organization. An agent group is a collection of agents assigned to a Response Group queue. Agents are the users assigned to answer calls directed to a particular queue.
Syntax
Get-CsRgsAgentGroup -Identity <RgsIdentity> [-Name <String>] [-Tenant <Nullable>] |
Parameters
| Parameter | Required | Type | Description |
|---|---|---|---|
|
Identity |
Required |
Rgs Identity |
Represents either the Identity of the service where the agent group is hosted or the full Identity of the agent group itself. If you specify the service Identity (for example, service:ApplicationServer:atl-cs-001.litwareinc.com) then all the agent groups hosted on that service will be returned. If you specify the Identity of the group then only the specified agent group will be returned. Note that the Identity of an agent group consists of the service Identity followed by a GUID (globally unique identifier); for example: service:ApplicationServer:atl-cs-001.litwareinc.com/1987d3c2-4544-489d-bbe3-59f79f530a83. An alternate way to return a single group is to specify the service Identity, then include the –Name parameter followed by the agent group name. That enables you to retrieve a specific agent group without having to know the GUID assigned to that group. |
|
Name |
Optional |
String |
Unique name given to the agent group at the time the group was created. |
|
Force |
Optional |
Switch Parameter |
Suppresses the display of any non-fatal error message that might arise when running the command. |
Detailed Description
When someone calls a phone number associated with the Response Group application, the application first determines which workflow corresponds to the number that was called. Based on the configuration of that workflow, the call might be routed to a set of Interactive Voice Response questions (in which the caller is asked one more questions along the lines of "Is this question about hardware support or software support?"). Alternatively, the call might be placed in a Response Group queue; there the caller will be put on hold until a designated person is available to answer the call. The people designated to answer calls are known as agents, and a collected group of agents are referred to as a Response Group agent group. Agent groups are associated with workflows, and are further associated with similar job responsibilities: help desk personnel might be grouped in the Help Desk agent group while customer support agents might be grouped in the Customer Support agent group.
The Get-CsRgsAgentGroup cmdlet provides a way for you to return information about the Response Group agent groups currently in use in your organization (this includes information about the users who have been assigned to each agent group). Note that Get-CsRgsAgentGroup can retrieve group information for only a single instance of the Response Group application at a time. That means that, if you have instances of the service on both ApplicationServer:atl-cs-001.litwareinc.com and ApplicationServer:dublin-cs-001.litwareinc.com, you will need to call the cmdlet twice in order to return group information from each instance of the service.
Return Types
Get-CsRgsAgentGroup returns instances of the Microsoft.Rtc.Rgs.Management.WritableSettings.AgentGroup object.
Examples
-------------------------- Example 1 ------------------------
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Get-CsRgsAgentGroup -Identity service:ApplicationServer:atl-cs-001.litwareinc.com |
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The preceding command returns all the Response Group agent groups configured for use on the service ApplicationServer:atl-cs-001.litwareinc.com.
-------------------------- Example 2 ------------------------
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Get-CsRgsAgentGroup -Identity service:ApplicationServer:atl-cs-001.litwareinc.com -Name "Help Desk" |
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The command shown in Example 2 returns a single Response Group agent group: the group named Help Desk (-Name "Help Desk") found on the service ApplicationServer:atl-cs-001.litwareinc.com.
-------------------------- Example 3 ------------------------
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Get-CsRgsAgentGroup -Identity service:ApplicationServer:atl-cs-001.litwareinc.com | Where-Object {$_.RoutingMethod -eq "RoundRobin"}
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In Example 3, information is returned for all the Response Group agent groups on the service ApplicationServer:atl-cs-001.litwareinc.com, provided those groups use the round robin routing method. To carry out this task, the command first uses Get-CsRgsAgentGroup to return a collection of all the agent groups on ApplicationServer:atl-cs-001.litwareinc.com. This collection is then piped to the Where-Object cmdlet, which selects only those groups where the RoutingMethod property is equal to (-eq) RoundRobin.
-------------------------- Example 4 ------------------------
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Get-CsRgsAgentGroup -Identity Service:ApplicationServer:atl-cs-001.litwareinc.com | Where-Object {$_.RoutingMethod -ne "RoundRobin"}
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The command used in Example 4 is a variation of the one used in Example 4; in this case, however, information is returned for all the Response Group agent groups on the service ApplicationServer:atl-cs-001.litwareinc.com that do not use the round robin routing method. To do this, the command starts off by calling Get-CsRgsAgentGroup to return a collection of all the agent groups on ApplicationServer:atl-cs-001.litwareinc.com. In turn, this collection is then piped to the Where-Object cmdlet, which selects only those agent groups where the RoutingMethod property is not equal to (-ne) RoundRobin.