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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 agent 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 will take is routed to the exit or failure path, as configured in the message template.
  • STRICT_CLASSIFICATION: If If no agents with the proper agent required skill set are available to take the call, then the call will take is routed to the exit or failure path, as configured in the message template. Also, once the configured Service Max Wait Time is reached, the call will take is routed to the exit or failure path, as configured in the message template.
  • STRICT_OVERFLOW: If If no agents with the proper agent 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.  You can configure the ACD Max Wait Time Proficiency (1-10) can be configured in the message template which . This parameter controls how long a call will remain remains on hold, while waiting for an agent to become available with the corresponding agent skill and proficiency level. At this set. After the required wait time, the system will expand expands the target selection to include all agents regardless of agent skill 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 (not considering the the max hold time).
  • 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 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.
• Enabled: Sets the service group as enabled (routing rules defined in the SG are applied) or disabled (routing rules not applied).

Mapping by service establishes which services an agent may can be logged into to receive the service group's generated inbound or outbound traffic.   

All of a service group's attributes, aside from the ID, can be adjusted. For an explanation of the attributes see Service Group Attributes above. To adjust the attributes:

1. Double-click anywhere in the SG's row. The Edit Service Group pop-up appears.
2. Update the Name, Type, Is Enabled, and Assigned service.
3. Click the Save button . 

1. From the General tab, click click the Add button  from the lower-right corner.
2. Enter the required attributes. See the the Service Group Attributes section section above for detailsmore information.
3. Click the Save button .

1. From the General tab, hover on the SG to be deleted. You can view the Delete icon.
2. Click the Delete icon.
3. Confirm your deletion by clicking the Yes button .
4. If successful, a notification message appears.