Task: naming your call center entities in the Dictionary
CentreVu CMS Administration
Creating or copying agent groups
3-8
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Creating or copying agent groups
Overview
You can create and copy agent groups and group agents to meet the
needs of your call center regardless of split/skill assignment. For
example, you can create a group for new employees or a group for
employees with special skills.
Steps
To create an agent group:
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1
From the controller window, select Commands | Dictionary or select
Dictionary on the toolbar.
The Dictionary selector window opens.
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2
In the ACD field, select the arrow for the drop-down menu, then select
the ACD for which you want to create the agent group. Select OK.
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3
Select Operations | Agent Groups.
The Agent Groups input window opens.
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4
Type a descriptive name of the agent group that you want to create.
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5
Select Add on the Actions menu or select Add on the toolbar.
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