Company administrators with the Agent Groups: Modify privilege can define groups of users, such as teams or departments with particular skills, and the level of skill for each user in the group (a star rating). Each individual user may belong to one or more skill groups (multi-skilled agents). Each user group can be assigned to one or more queues, handling interactions from different channels, if required, for example, both voice calls and emails.
Click play to watch a video overview on assigning user groups.