Agent groups let you organize the agents of a help desk into teams and define how the requests of the services assigned to them are distributed. This simplifies service assignment and makes sure each request reaches the right team.

• Agent management has two levels:

  Level	What it is
  Help desk	Groups one or more agent groups. It has one or more coordinators, who oversee the work of its groups.
  Agent group	A team within a help desk. Its members handle the requests of the services assigned to that group.

  To create a help desk, see How to create and manage help desks?

• Agent groups are created within an existing help desk:

  1. Go to admin.humand.co.
  2. In the side menu, go to Service management → Agent management.
  3. Click Help desks and Agent groups.
  
  4. Expand the help desk with the arrow on the right and click Create agent group. If the help desk already has groups, the button is called + New agent group.
  
  5. Enter the group Name and, optionally, a Description.
  

• In Assignment type you define how the requests that reach the group are distributed. The chosen method applies to all new requests handled by that group.

  

  Option	How requests are assigned
  Manual assignment	Agents assign requests to themselves, and help desk coordinators can also assign them to an agent.
  Round Robin	They are distributed automatically and in order among the group's agents, one after another.
  Workload	They are assigned automatically to the agent with the fewest unfinished requests in the group.

• Add the agents who will handle the group's requests:

  1. Click Add members.
  
  2. Select the agents one by one. To find them faster, you can filter them by Segmentation groups.
  3. Click Apply to finish creating the group.
  

  You can only add users who are already agents. If they are not yet, first add them from Agent management → Agents.

• Once created, you can assign the group to one or more services in your community from each service's settings. From then on, that service's requests are distributed among the group's members according to the assignment type you chose.

  Each service has a single agent group, and you cannot assign a group and specific agents to it at the same time.

• From the group's ⋮ menu you have these options:

  

  Option	What it is for
  Details	See the group's information and its change history.
  Edit	Modify the group's information and add or remove members.
  Deactivate / Activate	Deactivate the group or activate it again.
  Delete	Remove the group from the help desk.

  When you edit the members:

  • A new member starts receiving new requests and reassignments, and can also see the requests created before they joined.
  • If you remove a member, they keep the requests already assigned to them, but stop receiving new ones.

  You cannot deactivate a group while it is assigned to a service: first reassign that service to another group. You also cannot delete a group that is or was assigned to a service.

With well-organized agent groups, each request reaches the right team and is distributed in an orderly way, without anyone having to assign it by hand.