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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.

Your list of Service Groups is available in the General tab. Each service group may 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 unique system-assigned number. You do not need this number.
  • Name: The description assigned to the SG, used to distinguish 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 agents with the proper agent skill are available to take the call, it will be transferred to the longest available agent in the same service group regardless of skill. Once the configured Service Max Wait Time is reached, the call will take the exit or failure path as configured in the message template.
    • STRICT_CLASSIFICATION: If no agents with the proper agent skill are available to take the call, then the call will take 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 the exit or failure path as configured in the message template.
    • STRICT_OVERFLOW: If no agents with the proper skill are available to take the call, it will be put on hold until the maximum hold time (configured in the template) is reached. ACD Max Wait Time Proficiency (1-10) can be configured in the message template which controls how long a call will remain on hold, waiting for an agent to become available with the corresponding agent skill and proficiency level. At this time, the system will expand the target selection to include all agents regardless of agent skill in the service group and the call will be bridged to the longest available agent. If no agents are available, the system will continue searching until one becomes available (not considering the max hold time).
    • UNIFORM_DISTRIBUTION: Clicker agents assigned to Strict HCI or 10DMT services which are configured with this type of Service Group will be able to initiate outbound calls on those configured Strict HCI or 10DMT services.
  • 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 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 attributes:

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

The Change History tab displays the changes you made.

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

Because a deleted SG cannot be restored and must be re-built, only those without associated Inbound or Outbound services can be removed.

  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.

You can adjust a single SG's mapping by using the Mapping by Service tab

  1. Select a service from the service drop-down list.

    Use  Search boxes to search specific SG from the respective tables.

  2. Click an Available Group(s) row from the left table to assign it by the service. The Assigned Group(s) appears on the right table. 
  3. New Assign All and Remove All buttons are used to move all the service groups from one list to the other.
  4. Click the Save button .
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