What is an Agent group?
An agent group, also called department, is a group of agents that share analogous skills and abilities. It is also a kind of streamline process and organising people. Agent groups are based on something, e.g. location of clients or type of issue. It helps agents to concentrate on specific field and stay focused and effective. All incoming messages and calls entering through different channels are in a moment redirected to various agent groups without manual processing. Make your agent groups in your LiveAgent.
Learn more about Departments in LiveAgent.