Create User Groups
Explanation
Use this activity to create groups for Remote Assistance on the
Groups page. Groups help you manage visibility and organize calls
to specific departments within your company. You can create regional or
skill-based groups, including relevant users and expert groups.
- Standard Group: A Standard group can be either a
standalone group with users or a parent group containing expert groups.
Users cannot call a Standard group directly.
- Expert Group: Expert groups are designed to include
subject-matter experts in a call queue. Users can call an Expert group
directly, and incoming calls will be routed to the next available user
marked as On-Call Expert groups cannot have subgroups.
Expert group routing follows these rules:
- To receive calls, a member of an On-Call group must mark themselves as On-Call.
- If multiple users are On-Call, the user who has taken the fewest calls recently will be contacted first.
- Users already on a call will not be available to take additional calls.
- If no users are On-Call, you will receive the message: “No experts are currently available to take your call.”
Refer
to the Users section in technical documentation for further details:
Prerequisites
An enterprise must be registered at 3rd party vendor Help Lightning.
System Effects
As a result of this activity, standard or expert groups are created for
Remote Assistance, depending on your selection.