Create an agent group

Agent groups let you add the same multiple agents to different workgroup queues rather than adding these agents individually.

To create an agent group:

1. Click the Live Assistant tab.

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

3. In Name field of the Create Agent Group screen, type a name for the agent group (required).

4. In the Description field, type a description (optional).

5. Click the Create Group button. The screen refreshes and confirms the agent group was created.

6. To create another group, click the Create Another Group button and repeat steps 3 through 5.

7. Click the Go to Group Details button to add agents to the group and designate an administrator for the group.