As described in About organizations and groups, groups are used to create collections of agents based on criteria those agents have in common. All agents must belong to at least one group, and they can belong to multiple groups. How you set up your groups depends on how you want to define your workflow and organize your agents. You might create groups by skill (software vs hardware) or to reflect the organizations they serve (for example, a group might serve only customers in a certain region or time zone).
To learn more about groups, check out Justin Grave's advice in our community forums on what not to do with groups or watch this short video.
You must be an admin or an agent with permission to create groups.
- In Admin Center, click the People icon () in the sidebar, then select Team > Groups.
- Click Add group.
- Enter a group name.
- Select the agents you want to add to the group.
- If you want this group to be the default group that all new agents are added to, click Make default group.
For more information, see Changing the default group for your account or a team member.
- Click Create group.