Engage Voice | Creating an inbound queue group

Inbound queue groups are groups used to organize all of your queues and can be differentiated by group skills. Group skills are created at the queue group level. You can then assign group skills to a queue (by configuring a queue event that controls how you handle incoming calls) and to any agents assigned to that queue. Group skills are helpful in situations in which you may want to dedicate a queue to a specific type of call and ensure the right agent receives calls from that queue.

Creating an inbound queue group

To create an inbound queue group, follow the steps below.
1. Navigate to Routing > Queues via the left-hand navigation bar
2. Click the New group button at upper right to open the New queue group modal window
3. Enter a name in the Group name field  
4. Click the Save button at bottom right to save your changes
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