Contact Groups Overview
Contact Groups are defined as a group of Streams. However, while Streams represent the data associated with different contact types, Contact Groups represent the agents associated with those contact types. Contact Groups can belong to only one Environment, but can cross multiple Organizational Units.
Service Profiles, Service Target Profiles, and Occupancy/Shrinkage Profiles are set at the Contact Group level.
Contact Group Data
Just as you can view Stream data, you can also view data for Contact Groups. You can also edit the data if necessary. Viewing the data based on Contact Groups can provide a different context for the information.
You can graph Contact Group data for a visual approach to analyzing the information. Graphs can be refined as needed, then printed or downloaded in one of the following formats:
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Adobe PDF