Glossary
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Glossary Agent Group
Agent Group
A group of agents that operate within a particular skill set. These groups are often separated into sets, or grouped by a universal number. This may also be called Gate, Split, DN, Skills Group, or just Group. It may also refer to a queue of calls waiting to be handled by a specific agent group.
AnswerConnect uses agent groups to make sure calls are handled by agents with appropriate skills. This ensures that calls are given attention by agents who are more familiar with the type of call they are handling.