Creating Agent Groups

It can be useful to organise agents into groups, to help monitor activity, or to manage groups of agents. For example you can assign whole groups of agents to a project, of assign VoIP switches to an agent group.

To see a list of your agent groups, in your Admin account:

1. Go to the Users page.
2. Go to the Agent Groups subpage.
3. If you have many agent groups, you can filter the list by clicking the Office drop-down list and selecting an office.

For each agent group, you will see its Name, Description and Number of agents. You will then see a list of Agents associated with that group, which Office, if any, and when the group was created.

Creating an agent group

In the Agent groups page:

1. Click the Create button.

2. Type a Group name for your new group.
3. Optionally, click the Office drop-down list and select the appropriate office for this group.
4. Optionally, type a Description for this group. This can be an important reminder for why the group was created and how it is intended to be used.
5. Click to tick the agents to be included in this group. Note that agents may only be associated with one agent group, so if an agent appears in another group, they will not be listed in the Selections for this one.

6. When your selections are complete, click the Create button in the top right.

Editing and deleting groups

You can add or remove agents from a group by editing it. To edit a group:

1. Find the group in the list on the Agent Groups page.
2. Click the name of the group to edit it.
3. In the Selections list, tick the checkbox for an agent to add them to the group, or untick to remove them.
4. You can also change the Group name, Office and Description if needed.
5. When the changes are complete, click the Save button in the top right.

To delete a group that is no longer needed:

1. Find the group in the list on the Agent Groups page.
2. Click the icon to the right of the group in the table.
3. To confirm the group should be deleted, click OK.

When a group is deleted, any agents from that group will be available in the Selections for other groups again.