After configuring your channels, you must assign each of them to a channel group to allow agents to use Routing mode. By default, the platform creates two channel groups when Routing mode is enabled: ‘Async’ and ‘Realtime’. You are free to change those names along with the rest of the settings. If needed, you can add additional channel groups to your account.
A channel group primarily defines the default capacity and max capacity of any agent who is processing conversations from the channels included in that group.