How to change distribution settings for a group of agents on the Five9 platform for SMS/Chat, Email, etc.
1-Login as Admin using VCC Admin
2-Right click on User Profile
3-Menu bar will appear on the screen
4-Click on Add User Profile
5-A popUp will appear on the screen
6-write the name of the group
6-Click on Add button
7-A popUp will appear containing User Names
8- Select as many Users you want which is the same group
(The same group means that they will share all the similar settings. If some agents have no access to a supervisor or admin or any other way they are not similar don't add them in the same group we can create multiple groups for multiple types of users. we can create as many groups as we want)
9-After selecting all the required users click on OK
10-You can see all the selected users in a window that was empty before
11-Set all the required settings for that specific group. (By default all the selected users shifted to the default setting)
(For Automatic Interaction Distribution)
12- Click on Media Type
13- Checked the checkbox shown below Chat. (you can also set email or social as well)
14- Checked the checkbox appear in front of Automatic Interaction Distribution
15-click on save
16- Logout user if already login and login again
17-Automatic interaction distribution is working now for all the users which are in this group
Note: if users who are in any group will not update individually we should update the user's group or create a separate group for that specific user
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