The system organises Agents into Agent groups. Routed interactions are directed to these groups using the Router's ACD mechanism. Managing Agent groups involves creating and deleting groups, assigning Agents to them, and modifying the membership properties of the Agents.

In addition to Agent Groups, there are also User Groups, Manager Groups, and Extension Groups, which are managed through the Administrator application.

Creating a New Agent Group

1. Click on Resources in the left menu, then select Agent Groups.
2. Click the + Add button to open the New Group window.
3. Enter a name for the new Group.
4. Select the Routers to assign to this group.
5. Click the Add button to save the group.

Deleting an Agent Group

1. Click on Resources in the left menu, then select the Groups tab.
2. Select the Agent group you want to delete, then click the Delete button.
3. Confirm the deletion in the pop-up window.

Note: An Agent group can be assigned to multiple Routers. It’s important to verify which Routers are using the Group before deleting it.

An Agent can belong to multiple Agent groups, receiving routed calls from various service channels. There are three ways to manage Group membership:

• The Administrator or Supervisor adds or removes the Agent from a Group.
• The Administrator or Supervisor sets the Group as Active for the Agent.
• The Agent can manage their membership via the web client using the Fixed Group setting.

Managing Agent Membership in an Agent Group

1. Click on Resources in the left menu, then select Groups.
2. Click the desired Agent group to view its details for editing.
3. Use the available buttons to update the group.

Additional Notes:

• Only Users with the Agent role can be added to a Group.
• Maintenance is typically automated via Active Directory integration.
• Agent Groups can be configured as a multiple ring group or a fixed group, which is done through the Administrator application.