Floating Groups

Floating Groups are used as dynamic call routing groups. They provide the following benefits:

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Distribute incoming calls among a group of agents based on predefined rules.

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Improve response times by ensuring the next available or most suitable agent answers the call.

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Balance workloads across agents to prevent burnout and improve service quality.

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Scalable and flexible—agents can be added or removed based on demand.

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Improved collaboration—agents share responsibility for incoming calls.

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Enhance customer service—calls are answered promptly and efficiently

For example, Simultaneous Ringing where all agents in the group receive the call simultaneously and the first to answer handles it. Sequential Ringing, where calls are routed in a set order until someone answers. Round-Robin Distribution, where calls are evenly distributed among agents over time. Longest Idle, where the call is sent to the agent who has been idle the longest.

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To configure Floating groups:

1.

In the Navigation pane, click Floating Groups.

The table below describes the parameters in this page.

Parameter	Description
Group Name	The name of the Floating group.
Tier	The Floating Group tier: ■ Virtual Agent ■ CIC Sessions ■ IVA Services
# of Licenses	The number of allocated licenses.
Tenants	The name of the tenant attached to the tier.
Add New	Lets you add a new Floating group. ■ Name: Name of the group ■ Tier: Tier level as shown above ■ Units: The number of tiers ■ Assign Tenant: Assign tenants to the group
Edit	Lets you edit an existing tenant.
Delete	Lets you delete a tenant.