Assign a primary assignment group for each agent
Associate each agent in your team to a primary assignment group to enable them to see the KPI metrics for the groups to which they belong.
Before you begin
Role required: sn_wfo_cfg_itsm.admin
About this task
Before you set up Workforce Optimization for ITSM, you must assign each agent in your team to an assignment group that is identified as the primary assignment group to which they belong.
Procedure
Navigate to All > User Administration > Users.
Right-click the form context menu icon (
Form context menu icon\) and select **View** > **WFO Workspace**.
In the Primary Assignment Group field, select a group as the primary assignment group for each agent.
If you do not see the Primary Assignment Group field, select the gear icon and add the Primary Assignment Group field to the Selected column and select OK.
Parent Topic:Configuring groups in Workforce Optimization for ITSM