Agent Configuration - Agent Groups

Description

This article describes how you can organize a large number of agents via grouping. An  Agent 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 Agent Groups. 
 
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Creating an Agent Group
  1. Go to the Agents Tab.
  2. In the filter controls area, click the Manage Agent Groups button beneath the Agent Groups selection field.
  3. Click on the + Add Agent Group tab in the menu to the left.
  4. Enter a name for the Agent Group.
  5. Check the Agents you would like to include in the Agent Group.
  6. Click Save.

Editing an Agent Group

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

Assigning an Agent Group to an Agent

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

Deleting an Agent Group

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