Agent Configuration - Grouping Agents

Description

This document describes how you can organize a large number of agents via grouping. A group is essentially a tag assigned to one or more agents. An agent can be assigned one or more groups.  Groups are ordered alphabetically in the Groups panel.
 
 

Creating an Agent Group

  1. Go to the Agents tab.
  2. Click on the left vertical bar labeled GROUPS.
  3. Click on the + sign.
  4. Specify the name of the new group and click on the Save changes button.


Assigning an Agent to a Group

  1. Go to the Agents tab.
  2. Click on the vertical GROUPS bar on the left of the window.
  3. Click the Group Settings gear of the Group to which you would like to assign Agents.
  4. In the Group Settings modal, check the Agents you would like to assign to the Group.
  5. Exit by clicking Save changes


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. Click on the vertical GROUPS bar on the left of the window.
  3. Hover over group that is to be deleted.
  4. Click the red minus sign (-) to delete the group.
  5. Click OK in the pop-up confirmation window.
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