The service(s) contributing dial traffic to and receiving traffic from a service group (SG) are defined here. At a basic level, the service group defines which outbound services an agent can be signed into to receive traffic from the contributing inbound and outbound services. Expand below to learn more.
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| title | Service Group Attributes |
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| Your The list of Service Groups service groups is available in the General tab. Each service group may can represent a call center, book of business, or custom routing logic you have designed. The attributes of a service group include: - ID: This is a A unique system-assigned number. You do not need this number.
- Name: The description assigned to the SG, which is used to distinguish identify it from other SGs.
- Distribution: This indicates the interaction channel type. For example, 'Call' is for voice interactions.
- Type: Each SG can have one type assigned at all times that, in combination with the agent skill system, further determines how calls are prioritized agent-over-agent. Types include:
- LONGEST_AVAILABLE_AGENT - If no : If no agents with the proper required skill set are available to take , the call it will be is transferred to the longest most senior available agent in the same service group regardless of skill. Once the configured Service Max Wait Time is reached, the call is routed to the exit or failure path, as configured in the message template.
- STRICT_CLASSIFICATION- : If no agents with the proper required skill set are available to take , the call the call is put on hold until an agent with proper skill becomes available. Hold time can be is routed to the exit or failure path, as configured in the message template. Once the maximum hold time Also, once the configured Service Max Wait Time is reached, the call will be terminatedis routed to the exit or failure path, as configured in the message template.
- STRICT_OVERFLOW - : If no agents with the proper required skill set are available to take the call, it will be put is placed on hold until the maximum hold time (configured in the template) is reached. At this time the system will expand . You can configure the ACD Max Wait Time Proficiency (1-10) in the message template. This parameter controls how long a call remains on hold, while waiting for an agent to become available with the corresponding skill set. After the required wait time, the system expands the target selection to include all agents in the service group, regardless of skill set and the call will be is bridged to the longest most senior available agent. If no agents are available, the system will continue continues searching until one an agent becomes available (no more not considering the max hold time action).
- UNIFORM_DISTRIBUTION - : Clicker agents Agents assigned to strict HCI or 10DMT services which that are configured with this type of Service Group will be able to initiate service group can initiate outbound calls on those configured strict HCI or 10DMT services. A maximum of 10 services are recommended for optimal performance with this service group type.
- Is Enabled: Sets the service group as enabled (routing rules defined in the SG are applied) or disabled (routing rules not applied).
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| Mapping by Service service establishes which services an agent may can be logged into to receive the service group's generated inbound or outbound traffic. |
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| title | Adjusting a Service Group |
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| All of a service group's attributes, aside from the ID, can be adjusted. For an explanation of the attributes see service group attributes Service Group Attributes above. For information on how to adjust each attribute, expand the section below. | Expand |
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| | To adjust the attributes: - Double-click anywhere in the SG's row
. Change - . The Edit Service Group pop-up appears.
- Update the Name, Type,
select OK, then hit Save. The Change History tab will display the changes you made. - Is Enabled, and Assigned service.
- Click the Save button
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| Double-click anywhere in the SG's row. Change the Type by choosing from the drop down, select OK, then hit Save. The Change History tab will display the changes you made. |
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| Double-click anywhere in the SG's row. Change from Enabled by unchecking the 'Is Enabled' check box. Select OK, then hit Save. The Change History tab will display displays the changes you made. |
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| title | Adding a Service Group |
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| - From the General tab, select Add Service Group button from the bottom leftclick the Add button
 Image Added from the lower-right corner. - Enter desired the required attributes. See service group the Service Group Attributes section above for detailsmore information.
- Select OK button, then Save.
- The Change History tab will display the changes you madeClick the Save button Image Added.
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| title | Deleting a Service Group |
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| Because a deleted SG cannot be restored and must be re-built, only those without associated Inbound or Outbound services can be removed. |
- From the General tab, select hover on the SG (s) to be deleted. Select multiple with CTRL buttonYou can view the Delete icon
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- Confirm your deletion by clicking the Yes button
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Adjust You can adjust a single SG's mapping by going to using the Mapping by Service tab and selecting Select a service from the service drop
down menu. Move additional service groups to the right column for inclusion or remove to exclude them. Select OK, then hit Save-down list. | Info |
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| Use Search boxes to search for a specific SG from the respective tables. |
- Click an Available Group(s) row from the left table to assign it to the service. The Assigned Group(s) appears on the right table.
- Use the Assign All and Remove All buttons to move all the service groups from one list to the other.
- Click the Save button Image Added.
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