Agent Configuration - Agent Grouping

Description

This article describes how you can organize a large number of agents via grouping. A group is essentially a tag assigned to one or more agents that enables better organization and filtering. An agent can be assigned one or more groups. 
 
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Creating an Agent Group
  1. Go to the Agents Tab
  2. In the filter controls area, click the Manage Groups button beneath the Groups selection field
  3. Click on the Add Group tab in the menu to the left
  4. Enter a name for the Group
  5. Check the Agents you would like to include in the group
  6. Click Save

Editing an Agent Group

  1. Go to the Agents Tab
  2. In the filter controls area, click the Manage Groups button beneath the Groups selection field
  3. Click on the Group you would like to edit in the menu to the left
  4. Make the desired changes to the Group
  5. Click Save

Assigning a Group to an Agent

  1. Go to the Agents Tab.
  2. Click on the Agent which you would like to assign to a group.
  3. On the expanded Agent view, click on the gear on top right of the Agent's header.
  4. Select Group Settings.
  5. Select the group(s) to which the Agent will be assigned.
    Please note that from this menu, the user can also create a new Group.
  6. Click on Save changes.

Deleting an Agent Group

  1. Go to the Agents Tab
  2. In the filter controls area, click the Manage Groups button beneath the Groups selection field
  3. Click on the Group you would like to delete in the menu to the left
  4. Click the red Delete button
  5. A confirmation modal will appear.  Click OK to confirm deletion of the Group.
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