About workgroups and queues

A workgroup is a cluster of request queues and associated agents. Workgroups are usually defined by a particular set of business responsibilities (such as "sales" or "support"). For example, a workgroup could be devoted to answering customer inquiries about a particular product the company sells.

A workgroup's queues are actually sets of routing rules that manage incoming chat requests. A queue holds callers in place until an agent is available to help them. Agents are assigned to queues. When you create a workgroup, a default queue is automatically created with it. A workgroup must have at least one queue for agents to log in to the workgroup, so don't delete the default queue until you create at least one more queue for the workgroup.