Agents: organize them in groups and tag

Christina Dechent
Christina Dechent
  • Updated

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. 

To be able to add agents to tags and groups go to

Routing & queuing > Agents

In the screenshot below, find 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 functions or similar categories (e.g. Sales Team).

Tags are more appropriate for labeling agents with skills, areas of expertise or countries they serve (e.g. English). It usually makes sense to use tags for a number of categories of skill or attribute whereas you probably have a small number of groups.

However, feel free to use groups and/or tags however you prefer. In the first place, it supports your organization.

Note that the main difference between groups and tags is that they are used differently in the queue selection. So we do suggest you get familiar with "selections". Therefore, you could continue reading this article to learn how to edit agent selections.


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