Select Groups

Response Group queues hold calls to response groups until an agent answers the call. Queues have assigned agent groups. When you create or edit a queue, you use the Select Groups dialog box to select one or more agent groups to be assigned to the queue.

UI Reference

The following list describes the controls and fields in the Select Groups dialog box.

  • Search box Searches for name of an agent group. Enter all or part of the name. Leave the search box empty to display all the agent groups for your organization.

  • Name Displays the names of the returned agent groups.

  • Participation policy Displays the participation policy defined for the agent group: formal or informal.

  • Routing method Displays the type of routing defined for the agent group.

For details about working with queues, see Managing Response Group Queues in the Operations documentation.