Edit agent group membership

These instructions explain how to add and remove agents from agent groups. You can also designate administrators for the group.

To edit agent group membership:

  1. Click the Live Assistant tab.

  2. In the sidebar pane under Agent Groups, click Group Summary.

  3. In the Agent Group Summary screen, click the name of the agent group you want to edit. The Agent Group Properties screen displays.

  4. To add agents to the group:

a.

Scroll to the bottom of the screen and, to the right of the Agent List field, click Browse Agents.

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, and the agents you added display in the Agent List field of the Agent Group Properties screen.

d.

Click the Add Agents button. The agent names appear in the Members box.

  1. To designate one of the agents as an administrator of the group, in the Admin column of the Members box, select the check box for the desired agent and then click the Update button.

  2. To change an agent's status from Admin to regular, clear the check box in the Admin column for that agent and then click the Update button.

  3. To remove an agent from the agent group, in the Remove column of the Members box, select the check box for the desired agent and then click the Remove button.