Series: Set up groups
Create a group
Prerequisites
The following permissions:
- To create a group: General > Group Administration
- 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:
- Click Admin.
- Under Directory, click Groups.
- Click the General tab.
- Click Add General Group.
- In the Name box, type the name as you want it to appear in profiles and search results.
- From the Type list, select one of the following:
- Official: The group is work-related.
- Social: The group is not work-related.
- 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.
- 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:
- Click Admin.
- Under Directory, click Groups.
- Click the Skill Expression tab.
- Click Add Skill Expression Group.
- In the Name box, type the name of your group.
- Optionally, in the Description box, add a description for your group.
- Under Division, from the list, select the appropriate division.
- 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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