Series: Set up groups

Create a group

Prerequisites 

The following permissions:

  • To create a general group: Directory > Group Add 
  • To create a skill expression group: Routing > Skillgroup > Add
  • To delete a skill expression group: Routing > Skillgroup > Delete
  • To edit a skill expression group: Routing > Skillgroup > Edit
  • To view a skill expression group: Routing > Skillgroup > View

If you have a non-admin role with Group permissions, see Create groups (non-admins).

Genesys Cloud features two kinds of groups: general groups and skill expression groups.

You can create membership rules for general groups based on profile data like department or skill. To create a membership rule based on profile data, make sure that your users have the appropriate data in their profiles. For more information, see Group membership rules.

To create a general group, do the following:

  1. Click Admin.
  2. Under Directory, click Groups.
  3. Click the General tab.
  4. Click Add General Group.
  5. In the Name box, type the name as you want it to appear in profiles and search results.
  6. From the Type list, select one of the following:
    • Official: The group is work-related.
    • Social: The group is not work-related.
  7. From the Visibility list, select who can find the group:
    • Public: Anyone can find the group. 
    • Members Only: Only members of the group can find the group.
      Note: An owner is a member of a group that they own and can find the group.
    • Owners Only: Only owners of the group can find the group.
  8. Click Save.

Skill expression groups enable administrators to manage user membership based on skill expressions, which include a skill and a proficiency value. To manage membership based on ACD skills, make sure that your agents have the appropriate ACD skills assigned.

Notes:
  • Only admins can create skill expression groups.
  • Unlike general groups, skill expression groups do not have associated chat rooms.
  • Skill expression groups do not appear in Directory searches.

To create a skill expression group, do the following:

  1. Click Admin.
  2. Under Directory, click Groups.
  3. Click the Skill Expression tab.
  4. Click Add Skill Expression Group.
  5. In the Name box, type the name of your group.
  6. Optionally, in the Description box, add a description for your group.
  7. Under Division, from the list, select the appropriate division.
  8. To save your new group, click Save.

Now that you have created your skill expression group, you can build skill expressions and add members.


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