Viewing Groups

Agent groups contain a specified set of user accounts, that belong to a "Response group", how calls are Routed in the group, and what options a member has, are configured at the agent group level. To view Groups, navigate to the following path:

Click on Service Management link. Under Response Group tab, click on Groups tab you will see the following:

To add a new Group click on Add New Group button

• Group name: It displays the name of the group.

• Participation Policy: It displays the participation policy such as formal or informal etc.

• Routing Method: It displays the routing method such as longest Idle etc.

• Description: It shows the description of the group.

• Options: You can Edit or Remove the group from the listing by clicking on the respective link.

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