GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Agent Groups

An Agent Group is a collection of agents based on skills, scopes, roles, functionalities, etc. Agents are assigned to groups to streamline customer service within SmartAssist.

To find Agent Groups, go to Configuration > User Management > Agent Groups. All groups are visible on this page by default. 

Agent Group Section Features

The Agent Group section includes the following features: 

  • You can use the Search field to find a group by name. 
  • Each group item shows the Group Name, Description, and the Number of Agents it includes. 
  • Clicking any group name reveals the agents who are part of it. Each agent is listed with their name, Edit Action, Role, assigned Skills, and Queues. Learn more about User Management.

Preconfigured Groups

There are two preconfigured groups available:

  • Unassigned is automatically selected in the Group drop down while creating a new user. The Unassigned group is not considered for routing interactions..
  • Default Group.

Create an Agent Group

To create a new agent group, follow these steps:

  1. On the Agent Groups page, click Add Group.

  2. In the New Group window, provide the input for the following fields:
    • Group Name – Enter the name of the agent group.
    • Description – Enter a brief description of the group.

 

Add Agents to a Group

To add agents to a group, you either need to add a new agent to SmartAssist or edit an existing one to assign the group to them. Follow these steps to add an agent to a group:

  1. Go to Users and create or edit an agent. 
  2. On the User Profile, select the desired group.
  3. Save the agent record. 

To learn more about adding or editing agents, please see User Management

Edit an Agent Group

To modify an agent group, follow these steps:

  1. On the Agent Groups page, hover over the group that you want to edit, then click the Edit icon next to the group name;

  2. In the Edit Group window, make the required changes;
  3. Click Save.

Note: You cannot change the name of the preconfigured groups: Unassigned and Default Group.

Delete an Agent Group

To delete an agent group, follow these steps:

  1. On the Agent Groups page, click the Edit icon next to the group you want to delete.
  2. In the Edit Group window, click the Delete Agent Group icon at the bottom left.
  3. You will be asked to confirm your choice.

Notes:

  1. You cannot delete groups that have agents assigned to them. Update the agents’ group assignments if you want to delete a specific group. 
  2. You cannot restore deleted agent groups. Please proceed with caution! 

Agent Groups

An Agent Group is a collection of agents based on skills, scopes, roles, functionalities, etc. Agents are assigned to groups to streamline customer service within SmartAssist.

To find Agent Groups, go to Configuration > User Management > Agent Groups. All groups are visible on this page by default. 

Agent Group Section Features

The Agent Group section includes the following features: 

  • You can use the Search field to find a group by name. 
  • Each group item shows the Group Name, Description, and the Number of Agents it includes. 
  • Clicking any group name reveals the agents who are part of it. Each agent is listed with their name, Edit Action, Role, assigned Skills, and Queues. Learn more about User Management.

Preconfigured Groups

There are two preconfigured groups available:

  • Unassigned is automatically selected in the Group drop down while creating a new user. The Unassigned group is not considered for routing interactions..
  • Default Group.

Create an Agent Group

To create a new agent group, follow these steps:

  1. On the Agent Groups page, click Add Group.

  2. In the New Group window, provide the input for the following fields:
    • Group Name – Enter the name of the agent group.
    • Description – Enter a brief description of the group.

 

Add Agents to a Group

To add agents to a group, you either need to add a new agent to SmartAssist or edit an existing one to assign the group to them. Follow these steps to add an agent to a group:

  1. Go to Users and create or edit an agent. 
  2. On the User Profile, select the desired group.
  3. Save the agent record. 

To learn more about adding or editing agents, please see User Management

Edit an Agent Group

To modify an agent group, follow these steps:

  1. On the Agent Groups page, hover over the group that you want to edit, then click the Edit icon next to the group name;

  2. In the Edit Group window, make the required changes;
  3. Click Save.

Note: You cannot change the name of the preconfigured groups: Unassigned and Default Group.

Delete an Agent Group

To delete an agent group, follow these steps:

  1. On the Agent Groups page, click the Edit icon next to the group you want to delete.
  2. In the Edit Group window, click the Delete Agent Group icon at the bottom left.
  3. You will be asked to confirm your choice.

Notes:

  1. You cannot delete groups that have agents assigned to them. Update the agents’ group assignments if you want to delete a specific group. 
  2. You cannot restore deleted agent groups. Please proceed with caution!