Teams and people


V2_Users, roles and agents

V2_Skills, groups and selections


To make it as easy as possible for you and your team to get started, we put together some articles to ensure your onboarding goes quickly and smoothly.

Users, roles and agents
This section describes how to add users and the roles they can have. We often refer to an employee who works on tasks or communicates with customers as an "agent".

Skills, groups and selections
Information on the logic which determines how agents are grouped and selected within queues.

Using agent presence and availability rules and controls in your queues.