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

To be able to select agents dynamically when distributing calls and queries, you first need to organize your agents in groups and/or tag the agents with skills or other attributes.

It is easy to do and easy to change later, so feel free to experiment. However, for larger teams and complex routing, you'll need to plan the setup for live use (Find out about a more complex agent selection in this article).

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



Groups are used for organizing agents broadly into a smallish number of functions or similar categories. Tags are more appropriate for labelling agents with skills, 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 number of groups.

However, feel free to use groups and/or tags however you prefer.

Note that the main difference between groups and tags is that agents are actually put into groups, whereas they are just labelled with tags. To put an agent into a group, head to Routing & Queueing > Agent groups, click on the respective group and add an agent. To label an agent with a certain tag, go to Routing & Queueing > Agents and add the tag by editing the agent.

Once you have your agents organized and tagged, you are ready to create selections to be used for distributing calls. That is done within the queues you create. Continue reading this article to learn how to edit agent selections.


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