Creating Agent Group Objects

To create an Agent Group object, perform the following actions:
  1. Go to Configuration > System > Configuration Manager.
  2. Click Agent Groups. The Agent Groups list displays.
  3. Click the New button.
  4. Enter the following information. For some fields, you can either enter the name of a value or click the Browse button to select a value from a list:
  5. In the Supervisors tab, click the Add button to add a User. In the pop-up window, you can create a new User by clicking the New button.
  6. In the Agents tab, click the Add button to add a User. In the pop-up window, you can create a new User by clicking the New button.
  7. The Origination DNs tab lists DNs from which calls can be routed or diverted to this Agent Group. You can include DNs of the following types into this list: Routing Point, External Routing Point, Service Number, Routing Queue, ACD Queue, Virtual Queue, or Virtual Routing Point. Click the Add button to add a DN. In the pop-up window, you can create a new object by clicking the New button.
  8. Perform one of the following actions: