The Agent group is set up to form a professional team with customer support. When creating a customer support team, you will promote the strengths and weaknesses of each individual agent.
You have to rely on the number of agents you have and especially the need, the scope of work to create different Agent groups, for example:
Group Sales Consultant 1 (including sales consultants and technical consultants ...)
Group Sales Consultant 2 (including sales consultants and technical consultants ...)
Customer Support Agent Group 1
Customer Support Agent Group 2
Group Agent specializing in products 1
Group Agent specializing in products 2
To create an Agent group, go to Setting > Account > Agent > Agent Groups, and click Create Group.
Enter a name and select an icon for the group
Click (+) or (-) to select /deselect Agent as a member of the group
Click Create Group
To modify information about a group, go to Settings> Accounts> Agent Groups> select the group you want to edit> select the edit icon.
On the Edit Group page, make the edit and click Save Changes.