Agent Group

Agent Group helps in grouping agents and performing same configurations on them.

In order to group agents you can follow these steps -

1. Go to Set up > Agent Setup > Agent Group

2. Click on 'Add Agent Group'

1. Details Tab

1. Agent Group Name - You can give agent group name to your grouped agents.

2. Configurator Tab

1. Agent Login Options - You can select the login options for agents like through which mode, the agents can login. The modes are mobile, landline, softphone and/or deskphone.

2. Allow Phone Number Masking - You can enable it if you want to mask phone numbers to be mask for agents when they receive call.

3. Allow Manual Calling - You can enable it if you want your agents to perform manual calls. If you enable, then you can also select the only flow for which agents can perform manual calls.

4. Allow login from whitelisted numbers - You can enable it, if you want your agents to login from your selected numbers only.

To select whitelisted numbers,

1. first enable 'allow login from whitelisted numbers'

2. click on 'add numbers'.

3. You can select adding method, i.e by input or uploading a file

4. Select type of number - Mobile number, landline or deskphone

5. Enter the number according to the type selected.

6. If you want to enter range of numbers then you can enable it and enter the range (At max 1000 numbers can be added)

7. Further click on save to save the numbers.

Agent Login UI - whitelist numbers enable

3. Breaks Tab

In this tab, you can add breaks for the agents that they can enable whenever needed. You can configure breaks from breaks page and directly add the configured breaks here.

4. Agents Tab

Finally you can add either 'Active Agents' or 'Pending Agents' here from the agents available.

Active Agents are the agents that are verified and are in active state while Pending Agents are the agents that are not verified yet but can be assigned to agent group so once they gets verified, they will get added to agent group.

An agent can be part of one agent group only ! If you want to change agent group of an agent then you need to first remove agent from existing agent group and then can add to another agent group.