View Workgroups

Workgroups are logical groups of users (for example, departments) that can function as a group in the CIC system. Workgroups can have extensions and queues that enable all members of a workgroup to receive calls notifying the workgroup. In addition, workgroups can receive regular calls and ACD calls to specific workgroups and agents. You may also create workgroups to serve as distribution lists (to the members) for voice mail, email, and faxes from within CIC.

There are five types of workgroups:

• ACD - Automatic Communication Distribution

• Group Ring - Simultaneously alerts the members of a Workgroup that a call is available in the queue for that Workgroup.

• Sequential - Alerts individual members of a Workgroup that a new call is available in the queue for that Workgroup.

• Round Robin - Similar to linear hunt groups, CIC's Round Robin remembers the last user who was sent a call. Round Robin works in a loop, repeating the process down the through list, and then the process starts over with the next call.

• Custom - (where a custom handler routes the workgroup calls)

The View Workgroups page displays workgroups in a list in the master view, and displays details of the currently selected workgroup in the details view. You can take actions on the workgroups in the list view, such as edit, delete or copy, and you can add a new workgroup. You can change the way the list is displayed, such as change visible columns, sort by column, and filter.

To view workgroups:

1. Click the View Workgroups action under the User Management category:
   
   ...or Click View Workgroups in the breadcrumbs if available.

2. The View Workgroups page is displayed.
   

3. The details of the selected workgroup are displayed in the details view.

Related Topics:

Introduction to Interaction Administrator Web Edition

Add Workgroup