An agent group is a logical grouping of agents. Agent groups are typically set up to provide particular sets of contact-center services.
The Agent Groups panel lists the agent groups that are in your environment. It is sorted in a hierarchy by Tenants, configuration units, sites, and folders.
Note: Agent groups that are disabled will appear grayed out in the list.
Account Management respects tenancy permission settings. You can access only those objects that you have been granted permission to access.
You can filter the contents of this list in two ways:
You can sort the items in the list by clicking a column head. Clicking a column head a second time reverses the sort order.
Click on the name of an agent group to view additional information about the object. You can also set options and access control.
You can perform the following tasks from the Agent Groups panels: