You will appreciate groups, especially for shift work operations in the call center and in the case of using multilingual operator teams. In this section, you will learn how to manage and create such groups. Each operator must be assigned to at least one group to receive chats, calls, or emails. To create a new group, click the “Add” button.

Group settings

A new group must first be named until you can set other parameters. Below the group name setting, you can add the so-called “Maximum ACW”. It stands for After-call work and it's the maximum time for an operator to evaluate a session with a customer.

Operators are added by checking the box next to each user on the list. You can add or remove operators from the group at any time and it can be performed by a Tenant Administrator or higher.

It's crucial to define how many clients can be in the queue at the same time. Among other things, it influences a webchat widget status or access to IVR.

The application allows you to set different behavior for 3 channel groups:

  • Live channels (WebChat, Phone)

  • Offline channels (Facebook Messenger, WhatsApp, Apple Messages for Business, and VKontakte)

  • E-mail

Before you get to set the number of sessions, it's a good idea to answer the question of whether a given group of operators will combine multiple communication channels in their work.

There are 2 distinct operator selection options.

By operator utilization

  • interaction is sequentially routed to operators according to priority setting (see Priority setting) until one operator accepts it. It provides with following features:

    • possibility to set the maximum number of concurrent sessions

    • possibility to set the queue size (a widget changes its status to offline when the queue is full)

    • possibility to set the time for accepting the client in seconds, after which the waiting session is offered to another operator (gradually increasing the number of operators, and every single one has the option to accept the waiting session)

    • the value for the "max. time in queue" parameter determines the time for which the waiting session is routed to the next group of operators (within the defined routing rules). The overflow of the waiting session to the next group of operators happens in the case of full utilization of the group in the first place within the given routing.

The handoff of a waiting client between groups happens under the following circumstances:

  • no operator from the group is online

  • all operators are busy and the group queue is full

  • all operators are in the "Away" state

  • a group has zero operators

  • all operators have the particular channel turned off

  • the group is out of business hours

  • auto pick-up means instant automatic acceptance of the session without clicking on the "Accept" button.

Auto-accept can be used for sessions and e-mails too.

In the group details, you can specify the conditions for selecting individual operators in the session assignment sequence. You can choose from 5 types of priorities, which you can freely remove, add, or change their order by dragging the priority higher in the list.

To the whole group (deprecated)

  • interaction is routed to all logged-in operators in the group at once. It provides with following features:

    • Possibility to set the maximum number of concurrent sessions

    • possibility to set the queue size (depending on the tenant setting, a widget changes its status to busy or offline when the queue is full)

    • no more sessions are ever routed to a group at one time above its current capacity (number of operators in the online state and the set maximum number of simultaneous sessions).

    • the possibility to set the maximum length of clients waiting in the queue. When this is reached, the client is routed to the following operator group within the routing

If the user is a member of multiple groups with different lengths of ACW (After Call Work), the highest is automatically used as a rule.

Working hours and holidays

In this section, you can set the time frame during which the package is to be active. If you do not set up any time frame, the package will behave according to the availability of your operators.

You can set hours for a group for a whole day, for a specific period, or multiple separate segments (e.g. due to a lunch break) - using the “plus” icon at the edge of the line.

In the Holidays section, you can simply set the days on which your service will not be available. You can also set any time frame.

Depending on the set holidays, the client is played, for example, "out of hours recording", which is contained in the IVR.

By using the “trash can” icon you can deactivate the group on the selected day.

Operator priority setting

Only relevant to "By operator utilization".

In the section, you can disable/enable individual priority rules as well as reorder them. Rules with lower order will be used only when higher order rules fail to select a single operator.

List of priority rules:


Given the following setting:

  1. Retain the last handler

  2. Currently assigned client count

  3. Today assigned client count

  4. Random selection (default system setting)


  • A new client entered the queue.

  • Online operators are: Bob, Alice, and Dan

  • Dan is currently speaking to another client

  • Bob has already resolved another interaction earlier in the morning

  • Alice has not had any clients today yet

Rule evaluation will be as follows:

The new client will be routed to Alice. The first 3 rules were sufficient to select a single operator. The fourth rule was not needed.

Overflow setting

The overflow setting can only be set according to the “By operator utilization” distribution setting.

  • Maximum time in the queue - If the client waits in the queue (not assigned to the operator) of the fully occupied group for longer than the defined time, the interaction is routed to the next group in the order (that meets the routing conditions).

  • Maximum time to accept - If the operator does not accept the client at a defined time, the client is routed to another operator within the group. Even after that, the operator selected by the routing, in the beginning, has a chance to accept the client.

If field settings (such as Maximum ACW, Maximum number of clients in the queue, or other) are left empty, for the application it will be the same as an infinite value. For example, if you leave Max. number of clients in a queue without a specific value, customers will be routed to a group without any restrictions.

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