Go to Manage → Settings → Groups to set up groups your agents will be able to work with. Groups are used for grouping categories/operators/queues/rights.
Group Types and Uses
There are four group types:
You can put Categories in this group. It can be used in ticket Filters and Wallboard widgets that contain info about tickets.
You can put Queues in this group. It can be used in Filters and Statistics.
You can put Operators in this group. It can be used in Filters and Statistics.
You can put Rights in this group. It can be used in Wallboard widgets that contain info about users.
You can use Groups to see a specific group of users or queues in Statistics.
Go to Reporting → Statistics and select the group you want to see in the statistic.
You can use Groups to see activities of a specific group of users or queues.
Click Filter and select the group you want to see.
You can use groups on Wallboards to display Users, Queues or Categories.
Go to Application → Wallboards. In the Widgets column, click Change to open the wallboard field. At the bottom of the widget window, add your group.
Check Show all items in groups to display individual group members.
Create a New Group/Edit a Group
Go to Manage → Settings → Group to see a list of the groups.
To create a new group, click add new.
To use an existing Group as a Template for your new one, click Clone in the Actions column.
To edit a Group, click its title.
The Group details will open.
Set up your Group:
Enter the new group name.
Enter a group description.
Choose a group type – see Group Types above.
Save your Group.
After creating a new group, go to the Members column and select the Categories/Queues/Operators/Rights you want to see in the group.
Go to Manage → Users → Rights → Groups tab to set up which users will be able to work with the Group.