Managing an Agent's Memberships

When viewing an Agent's details, you can see which groups they belong to.

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, which lists the Agent’s existing memberships, including:
   • Group name.
   • Agent skill (as a percentage), where the available person with the lowest percentage will receive calls first.
   • A link to view more details about the group.
   • A button to Remove the group membership from the Agent (no confirmation necessary).

Further Reading

• Adding an Agent to a Group
• Changing an Agent's Group Skill Level
• Managing Agent Groups