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Agents are system users that have been added to a workgroup queue. Agent groups are clusters of agents usually grouped together because they have something in common, such as a goal or project. Agent groups allow you to add multiple agents as a single entity to workgroup queues without having to add each agent individually. For example, if you have several agents that need to be added to more than one workgroup queue, you can put all the agents in one group and then simply add the agent group to the workgroup queues. Agents can be assigned to more than one workgroup queue, and to queues in more than one workgroup.
