Groups

Groups let you organize agents or team members together so you can manage and assign them more easily.

Common tasks

1. Open Groups from the left navigation under Agent Management.
2. Create a group and give it a clear name.
3. Add members to the group.
4. Use the group when assigning work or routing calls.

Tips

• Name groups by purpose, such as a region or a campaign type.
• Keep groups up to date as your team changes.