Engage Voice | Creating a new agent group
As we discussed in Intro to agent configuration, before you can create an agent user, you must first create an agent group to house those agents.
Agent groups can be used to organize your agents into different categories, which can be useful in situations like when you’d like to separate your agents into groups that represent the different teams in your contact center.
Creating an agent group
To create an agent group, follow these steps:
1. Navigate to Users > Agents via the left-hand navigation bar.
2. Click the New group button at upper right.
3. Choose a Name for your agent group in the modal window.
4. Save your changes via the Save button.
Deleting an agent group
When deleting an agent group, you have the option to transfer agents in that agent group to another. To delete an agent group and transfer existing agents in that group to another, follow the steps below:
1. Navigate to Users > Agents via the left nav bar.
2. Click on the Edit pencil icon at the far right of the agent group name you wish to delete.
3. Click on the More icon at the upper right.
4. Select Delete.
5. Toggle on the Move agents to a different group button.
6. Select the agent group in the dropdown menu you want to transfer to.
7. Click Delete to confirm.
To delete an agent group without transferring agents to a different group, follow the steps below:
1. Navigate to Users > Agents via the left nav bar.
2. Click on the Edit pencil icon at the far right of the agent group name.
3. Click on the More icon at the upper right.
4. Select Delete.
5. Toggle off the Move agents to a different group button.
6. Select the I confirm deletion of a group checkbox.
7. Select the I confirm deletion of (number) agents checkbox.
8. Click Delete to confirm.
Please note: If you are deleting a group without any agents, you only need to complete steps 1-4 above and then select Delete in the modal window to confirm.
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