New Workgroup
Workgroups are specialized groups of Call Center employees that are assigned common tasks. Workgroups can be based on the type of operations, clients, interaction modes, or employee skills. Agents and skills can only exist in one workgroup at a time. Individual workgroups require separate forecasts, rosters, and provide separate reports. Each workgroup environment is unique and maintained on an individual basis.
NOTE: If you are just getting started, you will use theDemo Workgroup to setup a new workgroup that pertains to your business needs. The Demo Workgroup allows you to get acquainted with Monet Features, workflow, and functionality. We recommend that you use the Demo Workgroup for hands-on experience before you begin using Monet in a live environment.
IMPORTANT: Workgroups need a Site, Employee, Skill, Skill Team, and Exception Code
before the Workgroup can be effectively used in Monet.
What do you want to do?
Tasks in this Topic Include:
Related Tasks:
Creating New Workgroups
Names of workgroups should be self-explanatory and clearly describe the task/function that it is handling.
- Select Setup from the left-navigation menu.
- Select Workgroup.
- Select New.
- Enter the new group name in the Group Name field.
- Select Save.