Objective

Set an agent's business attribution when their inherited group mapping is too broad. An individual Brand, Market, or BPO mapping can make workforce reports reflect the agent's actual assignment.

Environment

  • You can manage Data Mappings.
  • The agents and their group memberships are available in the workspace.

Resolution

  1. Open Settings, select Mappings, and open the Agent Mappings tab.
  2. Find the agent and review their group memberships and the Brand, Market, and BPO values inherited from those groups.
    Anonymized Agent Mappings example showing inherited values, group membership counts, and BPO rule controls.
  3. Leave Inherit from groups where the group mapping is correct. Select an individual Brand, Market, or BPO value only where that agent needs an override.
  4. If BPO Rules controls the BPO value, review its email-domain rule instead of trying to change a locked BPO selector. Enabled matching rules take precedence over the row's BPO choice.
    Note: BPO rules take precedence

    An enabled email-domain rule can control an agent's BPO value. Check BPO Rules when that value is locked or unexpected.

  5. Use Bulk Editor when the same override applies to several agents. Select Save Mappings after reviewing the affected agents.