Agent Groups

If a Customer has multiple Agents that they intend to deploy and manage in the same way, these Agents can be assigned to a Group. Agent groups can be used for several purposes, including:

  • Statistical reporting on group members.
  • Routing calls to all members of a group, for the first available Agent to pick up.

  1. Access the resources page for the intended Customer.

    1. Access the details page for the intended 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.
    1. Select the Customer Resources tab.
  1. Click the Agents hyperlink.
  1. Select the Groups tab.

Agent Group Skill

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

Within a group, each Agent may be assigned a Skill Level, denoting their proficiency with the task for which the group is responsible. This can be done when the Agent is added to the group, and afterwards via the Agent's profile. The skill level of group members can be used to determine the priority with which calls to the group will be allocated to certain members.

Further Reading