Agent Groups

Overview

Agent Groups in Conquer are used to group agents together, assign them to Disposition Groups and Inbound Queues (if Inbound functionality is active). This helps to streamline agent management and call routing.

Note: Only Admins or authorized users can manage agent groups.

Using Agent Groups

1. Navigate to DS Management.

2. Click on the Agent Group Icon.

3. Click the New button to create a new agent group.

4. Enter a Group Name and click Add.

5. To edit an agent group, click Edit next to the group.

6. Add agents to the group and configure the following:

   • Disposition Group: A set of dispositions that can be assigned to the agent group.
   • Auto Record: If Auto Record is not enabled, calls will not be recorded automatically.

Note: If an agent belongs to multiple groups with different dispositions, they will see all the dispositions assigned to those groups.

7. Click Save to apply your changes.

Your Agent Group is ready to be used!

Deleting and Agent Group

Before removing an agent group, you must check to see if it's in use.  Conquer does allow the deletion of an Agent Group even if it is in use in areas of the system. To avoid any unwanted behavior, check the following areas to see if the Agent group has an assignment:

• Queues
• Call Flows
• Campaigns
• Master Campaign Schedules
• Speed to Lead 

If the group is no long needed, you can click Delete to remove the group from your system.