Adding an Agent to a Group

The following describes how to add an Agent to an existing group.

1. Access the Agents list for the intended Customer.
   How do I view a list of Agents for a specific Customer?

   1. Access the resources page for the intended Customer.

      How do I access resources for a specific Customer?

      1. Access the details page for the intended Customer.

         How do I access the details of a specific Customer?

         1. Type the Customer’s name into the search field at the top of any page.
         2. Click the intended Customer in the search results. This opens the Customer Details page.

      2. Select the Customer Resources tab.

   2. Click the Agents hyperlink.

2. Locate the intended Agent and click their Details hyperlink. This displays the Details tab for that Agent.

3. Scroll down to the Agent’s Group Membership panel.

4. Use the Add To drop-down menu to select the intended group.
5. Use the With Skill Level field to specify the Agent’s skill level in the chosen group.

   This setting requires group weighting to be enabled for the chosen Customer. Contact your system Administrator to arrange this if needed.

6. Click Add to Group.