The Work Allocation Group page allows the users to create a group of agents, amongst whom the work will be distributed evenly or based on the requirement.
To access this functionality, select Manage > Work Allocation > Work Allocation Group as shown below:
The Work Allocation Group page will be displayed.
On this page, the list of existing work allocation groups will be displayed as shown in the screen below:
On this list the following information will be displayed:
- Work Allocation Group – Displays the name of the group created for distributing the workload.
- Add Agents – It allows users to add agents to the specific Work Allocation Group. To know more about assigning agents to the work allocation group, refer to Add Agents.
- Action – Displays two actions icons – Edit and Delete . To know the functionalities of these icons, refer to Edit/Delete Work Allocation Group.