See also: Creating and Administering Users and Groups
This menu is displayed when you select Miscellaneous Options from the Customer Contact Management menu. It enables you to administer users' shifts and breaks, assign groups' default favourite scripts, define group and team types, and assign agents to groups.
Users: Agent details including shifts, breaks, and favourites
Groups: Set up a group, including default favourite script
Group types: Team / group types that groups belong to
Group membership: Assign agents to a group or groups to an agent
PUSH BUTTONS:
Calls Allocated to this Group Form
Redistributing Calls among Agents or Groups
Reviewing Agent and Group Workloads
