Adding employee groups

After adding employees, you add employee groups and associate employees to these groups. Employee groups enable you to report on specific groups of employees.

If you intend to use security roles to restrict employees from elements of Ignite, it is recommended that you create employee groups whose membership duplicates that of your agent groups. For more information on Multimedia Contact Center and security roles, see "Multimedia Contact Center security settings".

The following procedures explain how to:
  • Add an employee group
  • Associate an employee with an employee group
  • Remove an employee from an employee group
To add an employee group
  1. Click Multimedia > Employee groups.
  2. Click Add.
  3. Type the employee group’s Name.
  4. Type the Employee group ID.
  5. Click Save.
To associate an employee with an employee group
  1. Click Multimedia > Employee groups.
  2. Select an employee group from the list.
  3. On the Membership tab, under Available members, select an employee and click > to move the employee to the Selected members list.
  4. Click Save.
To remove an employee from an employee group
  1. Click Multimedia > Employee groups.
  2. Select an employee group from the list.
  3. On the Membership tab, under Selected members, select an employee and click < to move the employee to the Available members list.
  4. Click Save.
Parent topic: Configuring your multimedia contact center
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