Agent Groups

Important

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An Agent Group is a logical grouping of Agents. Agent Groups are typically set up to provide particular sets of contact-center services.

Display Options

The Agent Groups list shows the Agent Groups that are in your environment.

Important

Agent Groups that are disabled appear grayed out in the list.

To select or de-select multiple objects at once, click Select.

Modifying Agent Group Objects

Important

You must have sufficient permissions assigned by your Administrator to view and modify Agent Groups.

To modify an Agent Group object, perform the following actions:

1. In the header, click Configuration.
2. Under the Accounts heading, click Agent Groups.
3. Select an Agent Group from the list and click Edit.

You have the ability to:

• Change the name of an Agent Group.
• Manage Supervisors for an Agent Group.
• Assign Agents to an Agent Group.
• Manage Origination DNs for an Agent Group.

Enabling or Disabling Agent Groups

1. In the header, click Configuration.
2. Under the Accounts heading, click Agent Groups.
3. Click the check box beside each Agent Group that you want to enable or disable.
4. Click More. In the pop-up menu, select Enable to enable the selected Agent Groups, or select Disable to disable the selected Agent Groups.
5. A dialog box appears to confirm the action. Click OK to continue.