A group is a collection of people who frequently interact with one another. Groups are made on the basis of expertise, departments, and skills; in an organization. One person can belong to more than one group if he has multiple skills and has expertise in more than one department.
The goals of the people in a group are similar and they must work with each other to achieve those goals. One person can’t be blamed for the bad performance of a group, the whole group is held responsible for it. Having a health competition, however, is good within groups to make sure the agents remained motivated to work.
A group is a set of people between whom there is an interaction. It can be created on the basis of professional knowledge, departments and skills. One person may belong to more than one group as their skills and experiences can be assigned to several departments or teams.
In LiveAgent, the available groups are available in the agent panel in the system. You need to go to "Configuration" in the "Departments" tab. There you can create any groups you need according to the product, field of knowledge, location or scope of responsibility.
You can edit individual groups. You can edit the groups as needed. You can rename them and divide them accordingly.Thanks to this, you can easily connect people who cooperate with each other. It can be permanent cooperation, but also occasional cooperation. Thanks to groups, communication is easier.
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