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        Article summary

        A Group represents a collection of agents and has a one-to-one integration with either the partner dialer platform's Campaign or the partner ACD platform's Queue. It connects directly to a campaign on the partner dialer platform or a queue on the partner ACD platform. Different dialing modes, such as Preview or Predictive, are set up within a Group. You can assign multiple campaigns to a Group, determining how calls are distributed among the agents.

        For example, you can set one campaign to receive 75% of the calls and another to receive 25%. If both campaigns are set to 100%, the first campaign will receive all its calls first before the second one starts. You can easily change the order of the campaigns by dragging and dropping them.

        Note:

        The number of contacts to be dialed is calculated based on the System Time Zone configuration.

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