Agent Groups

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 assign a Disposition Group if needed.

7. Click Save to apply your changes.

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