Create a workgroup

You can create as many workgroups as you need.

To create a workgroup:

  1. Click the Live Assistant tab.

  2. In the sidebar pane under Workgroups Manager, click Create Workgroup. The Create Workgroup screen displays.

  3. In the Workgroup Name field, type a name for the workgroup. The address @workgroup.(nameofyourserver) will automatically be added to the name.

  4. If desired, add some agents to the workgroup now:

a.

To the right of the Initial Agent List field, click the Browse Agents link.

b.

In the Possible Agents to Add screen that displays, click the Add User button in the row of the user you want to add. Repeat until you have added all desired agents.

c.

Click the Done button. The Possible Agents to Add screen closes.

  1. In the Description field, type a description for this workgroup (optional).

  2. Click the Create Workgroup button.

The new workgroup is created and you see a confirmation screen. Your new workgroup will automatically come with a default queue. You can rename this queue if you like.

  1. Add queues and agents to your workgroup.

  2. If desired, set hours of operation for this workgroup.