Agent Groups

See also: Creating and Administering Users and Groups

To create a group:

1. Select the Groups option from the Miscellaneous options menu

   The Agent groups form is displayed.

2. Create a group; blank or, alternatively, based on an existing group retrieved by using the Group ID's Ellipsis button

   The group is created, to which agents can belong.

Agent Groups Form

This form is displayed when you select Groups from the Miscellaneous options menu. It displays groups that agents can belong to.

Group ID: Identifies the group

Tip: Use the Ellipsis button to search for a Group ID.

Group name: Text displayed when referencing the group in other Autoline forms

General Tab

• Group: Represents a segment of the company's hierarchical organisation e.g., Full-time Call Handlers

• Area: Represents a portion of the company on an administrative basis, for example regional offices might be classed as distinct groups

Default Favourite Scripts Tab

Inbound:

Script code: Preferred scripts for agents in the absence of a favourite script being set on the agent's record. If favourite scripts are missing from the agent's record, the favourites in the system settings are used. These favourite scripts are accessible by the agent on the Manual Inbound tab of the Homepage. A number of Script code fields are displayed.

PUSH BUTTONS:

See GEDIT form