Start by navigating to Agents by:
Selecting Agent from the application switcher
Navigate to Agents on the navigation panel to the left
You should now see a page similar to the one below.
Creating an Agents Group
To create an agents group, you first want to click the add button next to the Search Groups filter.
A window similar to the one below should appear.
To add agents to the group, you want to find the specific user you wish to add. This can be done using the filter serach options or by simply locating it in the list of agents. Once you have located the agent, you can hit the + button to add the agent to the group.
Next, you want to name this group. To name the group, you want to locate the Group name and enter the appropriate name for the group. The name can be changed at a later stage if needed. When complete, hit the Create button to create the group.
The newly created group should appear in the list of groups.
Editing an Agents Group
To edit a group, click on the more options button and hit Edit group. The same window should appear allowing you to add agents and/or change the Group name.
Deleting an Agents Group
To delete a group, click on the more options button and hit Delete group. A confirmation window should appear asking to confirm the deletion of the group
Then click Delete in the confirmation window.