Agent Groups let you sort your agents by the things that matter to your operation, such as team, site, skill or tenure. Once agents are grouped, you can compare those groups side by side. You can filter and report on them, and group the Reviews heat-map by them, so you can see how Team Alpha performs against Team Bravo, or how new starters compare with experienced agents.
An agent is a person whose conversations EdgeTier analyses. Agents come from your contact-centre data, and they do not need an EdgeTier login. A user is someone with an EdgeTier login. Agent Groups apply to agents, not to users. One person can be both: for example, an agent who also logs in to EdgeTier to see their own activity.
Each Agent Group is a way of dividing your agents, and it contains Subgroups. For example, an Agent Group called "Team" might contain the Subgroups "Team Alpha" and "Team Bravo".
| Agent Group | Example Subgroups |
|---|---|
| Team | Team Alpha, Team Bravo, Team Charlie |
| Location | Dublin, Barcelona, Santiago |
| Skill | Billing, Technical Support, Retentions |
You can set up an Agent Group so that each agent is in only one of its Subgroups at a time. This suits Agent Groups such as Team or Location, where a person belongs in one place. If you add an agent to a second Subgroup of that Agent Group, they move out of the first one. Otherwise, an agent can be in several Subgroups of the same Agent Group. This suits Agent Groups such as Skills or Languages, where one person often has more than one.
Agent Groups can sometimes be referred to “Agent Tags”. The Tags under Settings → Tags & Triggers label conversations, for example with contact reasons or key phrases. Agent Groups label people. Use Tags to describe what a conversation was about, and Agent Groups to describe who handled it.
Once you have set up Agent Groups, you can use them in these places:
You need the Manage Agent Groups permission to do this. If you cannot see the screen, ask an admin in your workspace to check your role under Settings → Roles & Permissions.