Agent groups help in managing and organizing the users in an organization.
To ensure the optimal division of workload between agents sharing the same skill, conversation volumes can be spread between agent groups.
1. Log in to your Conversational Cloud account. The homepage appears.
2. On the hamburger menu click the Manage tab and click Users & Skill. The User Management page appears.
3. Click the Agent Groups tab in the User Management page. The Agent Groups page appears.
4. Click the Add group option on the bottom of the page. The Add agent groups page appears.
ℹ️ You must select a parent group on the page for the Add group option to be enabled.
5. Fill in the agent group details as follows:
- Name: Provide the name for your new group.
- Managers: Input and select the manager for your group.
- Members: Input and select all the members for your group.
Click Save. The new agent group is added to the page.
You can now go ahead and add predefined content.
