Agents: organise them in groups and tag with skills and attributes

In order to be able to select agents dynamically when distributing calls and queries, you first need to organise your agents into groups and if you wish tag the agents with skills or other attributes.

It is easy to do and easy to change later, so don't worry about experimenting a bit. For larger teams and complex routing, you'll need to plan how to set it all up for live use (Find out about a more complex agent selection in this article) - we recommend doing that after you have played with all the options a bit first.

Here is an example, of a few agents organised in groups with tags for product areas that they can help with and the languages they speak:


Groups are used for organising agents broadly into a smallish number of functions or similar categories. Tags are more appropriate for labelling agents with skills or areas of expertise or countries they serve, i.e. it usually makes sense to use tags for lots of categories of skill/attribute whereas you probably have a small distinct number of groups.

However, feel free to use groups and/or tags whatever way you like for your processes.

The real difference between group and tag, is that agents are actually put into groups, whereas agents are just labelled with tags. 

Once you have your agents organised and tagged, you are ready to create selections to be used for distributing calls. That is done in each Queue that you create. Continue reading this article to learn how to edit agent selection.


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