Automatically assigning agents to agent groups

Agents can be automatically assigned to an agent group based on the Active Directory groups or organizational units to which they belong.

If you are using this feature, an agent will automatically be assigned to an agent group based on the Active Directory criteria on the agent when the workstation starts up:

  • If the agent’s Active Directory group or organizational unit changes later, the agent will be moved to the corresponding agent group after the workstation is restarted,

  • If only assignment rules have been changed and deployed from the administration console, the agent will automatically be moved to the corresponding group without restarting the workstation.

To automatically assign agents, you must create assignment rules based either on Active Directory groups or organizational units. Verifications will be based on the Active Directory criteria of the host, not of the connected user.

If you want agents to continue being in an agent group regardless of their Active Directory criteria, you can pin them manually to this group.

The Agent groups - Modify privilege is required to create assignment rules.