How to Create Groups and add Agents

To create a group from the Groups page:

  • In the left navigation click the Settings icon
  • Under Security, click Groups
  • To edit an existing group, click on its title
  • To create a new group, click Add New
  • Enter the name of the group
  • If you want to add agents to the group at this point, type their name in the Agents field and click to select them
  • When done, click Save

The detail page of the group will show you what agents are members of the group


How to add an agent to a group from the Agents tab:

  • In the left navigation, click on the Agent name
  • On the details page, click Edit
  • Scroll down to Group and click in the field to select a group from the drop down
  • Click Save.