What Is An Agent Group?
In a contact center or call center, an agent group refers to teams of agents that share similar skill sets or who handle specific types of customer issues. Agent groups improve contact center efficiency and streamline organization. Most contact center software offers the capacity to set agent groups and custom agent roles. Customer contacts can then be automatically routed to agent groups based on set criteria.
Benefits of Using Agent Groups
Here are some benefits to using agent groups:
Enables skills-based routing
Improves call center efficiency
Allows agents to focus on a specific area
Organizes the contact center according to skill, function, or expertise
![People Working at Desks](/sites/default/files/styles/responsive_max/public/2024-05/Contact-Center-754x450.webp?itok=X0TxFQ6W)