Groups allow operators to be divided into different responsibilities.
For example, you need:
Create 1st Line and 2nd Line Support Groups
Divide according to the type of issues (sales, support)
Divide according to the language
Initially, all the settings can be done by super-admin
Firstly, need to press button “Groups”
Make some settings:
Write down the name of the group
Specify group color
Set group working hours
To complete the process of creating a group, you must press "Create". After that, the group will be available in the list below for its management.
The management of the group(s) is available from the "Groups" page, where a list of all created groups is presented (picture is below)
Just click "Show" to see the list of operators in each group
You can also change the parameters of the group (click "Pencil" ): participants, working hours, priority, color, name. To delete a group, you must click on the "Trash"