Edit / A group of call center agents that share a common set of skills, such as being able to handle product inquiries, or that can be reached via a common (set of) called number(s). The terminology may differ slightly based on the ACD manufacturer and the application. This term may also be referred to as a DN, Gate, Split, Skills Group, or just Group. It is sometimes called a 'queue', referring to the ACD queue of incoming calls waiting to be served by a particular agent group. See Also: Agent Calls In Queue Queue

Also called Split, Gate, Queue or Skills Group. A collection of agents that share a common set of skills, like credit and payments.

A group of agents who handle calls coming in on a particular telephone number dialled by customers.

agents can be allocated to a group when the centre is handling several operations or campaigns at once.

Also called Split, Gate, Queue or Skills Group. A collection of agents that share a common set of skills, such as being able to handle customer complaints.