Editing a Group of Teams or Skill Relaxation Settings

To edit a group:

Procedure

Step 1

Display the Edit Routing Strategy page for the relevant routing strategy (see Modifying a Routing Strategy).

Step 2

In the Call Distribution section, do one of the following:

  • Click the Delete button on the right side of the header for the group to delete the group. This button is not displayed on Group 1 because you cannot delete the first group.

  • Click the Edit button to open the Edit Call Distribution Group dialog box where you can edit the group's settings.

  • Click the Add Group button at the top of the Call Distribution section to create a new group, as described in Assigning Teams and Skill-Relaxation Settings to Groups.

Step 3

If you are editing a group, the Edit dialog box display all teams available for selection as well as the teams that are currently selected for the group. You can select different teams or change the queue time.

If you are editing a group for a skill based strategy, click the Skill Relaxation tab where you can modify, delete, or add skill relaxation settings for the group.

Step 4

After making your changes in the Edit Call Distribution Group dialog box, click the Save Group button and then click the Close button to close the dialog box.

Step 5

Click Save at the bottom of the page to save the changes to the routing strategy.