Agent groups offer an efficient way to organize your teams, ensuring that requests are handled by the right agents with the right expertise. This helps streamline request assignment and resolution by aligning your team structure with your organization’s needs, whether based on specialization, location, or task. Here’s how you can create, manage, and utilize agent groups within a workspace.
Types of agent groups
To offer more control over request visibility and management, there are three levels of privacy for agent groups—Open, Restricted, and Private. This ensures that only the right agents can view or act on specific requests, maintaining confidentiality where needed.
Open: All agents in the workspace can view and access requests within an Open group. This is ideal for teams that handle general or non-sensitive requests, such as hardware troubleshooting or software installations. Any agent can be assigned to, comment on, or update these requests.
Restricted: Restricted groups provide more control, limiting actionable decision-making to group members. Other agents in the workspace can still collaborate via private comments but can’t take action on the requests. This setup is well-suited for teams managing critical systems or outages, like Infrastructure Support.
Private: For teams that deal with highly sensitive matters, such as Executive HR or POSH (Prevention of Sexual Harassment), Private groups ensure that only group members can access, view, or manage the requests. This maintains the highest level of confidentiality and restricts visibility to non-group members.
Creating groups
Workspace admins can create agent groups and define request assignment to agents within each group.
Navigate to Settings > Your workspace > Users, then select the Groups tab.
To edit an existing group, click on the ellipsis (...) against the group and click on Edit.
To create a new group, click on Add group at the top right.
Enter a name and add a brief description of the group’s function.
To add agents to the group, enter an email address or search for a user, then select from the list.
To create a group, you must add at least one agent.
An agent can belong to multiple groups.
Select Open, Restricted, or Private to set group visibility and access.
Requests can be assigned to agents within the group in one of two ways:
Manual: Requests are manually assigned to agents.
Round Robin: Requests are distributed sequentially to agents to ensure an even workload.
Click on Create to complete the setup.
Request views
Admins can filter requests and create custom request views based on the agent group, allowing for more targeted management and easier monitoring of group-specific workloads.
Workflows
Admins can set up workflows to automate actions based on the assigned agent group, streamlining assignments and reducing redundancy, leading to faster resolutions and higher team productivity.
For example, when an incident with “server crashing” in the subject/description is logged, it can be automatically assigned to the Server Maintenance group. The workflow can then trigger a webhook to run basic diagnostics on the server and attach the results to the request. The priority can be escalated to High, with an email notification sent to the IT Operations Manager and key stakeholders.
SLAs
Admins can establish SLAs tailored to specific agent groups, ensuring that response and resolution times are aligned with the group’s expertise and workload. This enables better management of issues, ensuring that high-priority tasks are addressed promptly and less urgent requests are handled efficiently.
For instance, the IT Infra group could have SLAs set to 1 hour for initial response and 6 hours for resolution, while the Server Maintenance group could have SLAs of 30 minutes for initial response and 2 hours for resolution.
Monitoring group performance
Admins can track key metrics for each agent group to understand their performance, compare handling volumes, and assess their impact on satisfaction rates.
The Requests Overview report can be filtered by agent group, enabling a detailed analysis of request metrics for each group. The metrics available in this report are:
No. of new requests
No. of completed requests
First contact resolution rate
Reopen rate
Time to first response
Time to resolution
First response SLA
Resolution SLA
The Satisfaction report can similarly be filtered by agent group, allowing admins to compare employee satisfaction across different teams.
Overall employee satisfaction
Ratings
Surveys sent vs responses received