Agent Group

What is Agent Group?

Agent group is the streamlined process of organizing people in customer care departments using a systematic approach to routing and management. Oftenly, agent groups are centered around the common knowledge, location or issue type for example. In those terms, agents are concentrated around the specific field and can be more effective.

In omnichannel software, all the incoming messages are funneled to one dashboard. Using smart routing, customer tickets are then redirected to various agent groups. The relationship between an agent and an agent group is “many to many.”

A category to which an agent is assigned for routing and management purposes. The relationship between an agent and an agent group is “many to many.” A collection of agents who share a common set of skills, such as being able to handle customer complaints.