# Customer Service Management

This page provides an overview of customer service management in the voice platform, including creating customer service accounts, managing permissions, and updating customer service status.

# Agent Groups

This page provides detailed instructions on creating agent groups and explains their key features.

### Overview

An **Agent Group** is a logical organizational unit that manages multiple agents. Agents are assigned to groups, and all customer calls are ultimately handled by the assigned agents.

### Accessing the Feature

1. After logging in to the Call Center platform, navigate to **Customer Service Management** > **Agent Groups** to view the agent groups you have created.

### Feature Description

#### Create an Agent Group

1. On the **Agent Groups** page, click **Add** to open the **Create Agent Group** dialog box.

2. Enter the required information, then click **Confirm** to create the agent group.

* **Group Name:** Required. The name must contain between 1 and 64 characters.
* **Assignment Strategy:** Specifies how incoming calls are assigned to agents within the group.

  * **Random:** Assigns calls randomly.
  * **Call Duration:** Assigns calls based on each agent's total call duration.
  * **Call Count:** Assigns calls based on the number of calls handled by each agent.
  * **Priority:** Assigns calls according to the configured priority.
* **Description:** Optional. Enter a description for the agent group.

##### Add Agent Group Members

1. On the **Agent Groups** page, locate the target group and click **Members** in the **Actions** column.

2. Click **Add** to open the **Select Agents** dialog box.

3. Select the agents to add, configure the required settings, and then click **Confirm**.

##### Edit Agent Group Members

1. Locate the target agent and click **Edit** in the **Actions** column.

2. In the dialog box, modify the **Agent Weight** or **Agent Status**, then click **Confirm**.

#### Edit an Agent Group

1. Locate the target agent group and click **Edit** in the **Actions** column.

2. In the dialog box, modify the **Group Name**, **Assignment Strategy**, **Status**, or **Description**, then click **Confirm** to save the changes.

#### Delete an Agent Group

1. On the **Agent Groups** page, locate the target agent group and click **Delete** in the **Actions** column.

2. In the confirmation dialog box, click **Confirm** to delete the agent group.

**Important:** If the agent group is associated with an IVR flow, callers transferred from the IVR to this agent group will not be answered after the group is deleted.