Adding a Worker Group

The procedure below describes how to add a Workers Group.

➢

To add a Workers Group:

1.

Open the Workers Group page (Configuration > Routing > Workers Group); the following appears:

2.

Click Add New; the following appears:

3.

In the 'Group Name' field, enter the name of the Group.

4.

In the 'Description' field, enter a description of the Group.

5.

From the 'Not Ready Status Group' drop-down list, select the appropriate value.

6.

From the 'Supervisor' drop-down list, select the Supervisor name of the group.

7.

From the 'Worker' drop-down list, select the appropriate Worker name.

For Tenants with the Hybrid Worker feature enabled (System Settings  Hybrid Worker), for each Worker, select their answering device, Worker Application, or Microsoft Teams.

8.

Click to add additional Supervisors or Workers.

9.

Click Save Changes.