The Groups tab allows the user to create groupings of agents, independently of the ACD skills the agents log on to, for use when generating reports. When you select a group report, the data for the report is collated from all agents that are selected as members of that group.
During the auto-initialisation that occurs when you first run the CCS, a group is auto-created and all agents are added to it. You will see it in the list of groups as 'Group 1'. Initially all agents will be members of this group, but you can edit, rename or remove this group if you choose. A group must have at least one member and may not have the same name as other groups, but other than that there are no restrictions on groups. Agents can be members of more than one group at a time, or no group at all if you wish.
Groups
Select a group to edit from the drop-down list of groups. All groups will be included in the drop-down list, when you select a group it's details and members will be displayed
You can add a new group by clicking the New button
Add a unique group name and details, if required, as well as selecting those agents you wish to include in the group's membership.
When you are ready, click the Add button. A small message box will be displayed to show that the action was successful, the new group has been added.
If there is a error with the details you have entered, you will see a read message box informing you of the error, and the new group will not have been added.
If you do not wiash to add the new group, click the Done button to cancel the action.
Type the group name here if you want to change the name of an existing group.
You'll see the group name text in the drop down list change as well. Click Apply if you want to make change permanent, or click Cancel to drop the changes.
