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title: "Groups"
canonical: "https://help.telegra.de/space/TAK/9561593217844/Groups"
format: markdown
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In order to map the corresponding capabilities of several agents and to specify them collectively as a target in routing plans, you have the option of creating groups and assigning the agents in them a priority according to the school grade principle (1-5).
After selecting a group or clicking on "Create new" you will get to the configuration mask of the group. The following setting options are now available:
| | |
| --- | --- |
| **Name** | The name of the group. In most cases, this reflects the group's capability or area of responsibility (e.g. "Customer service German-speaking"). |
| **Service level (%)**
**Service level Time (1-1200 s)**
** ** | This value specifies the percentage of incoming calls to be answered in a given time.
The expected answering time is defined by the service level time. Both values have no automatic influence on routing or call handling, but are used for statistical evaluation in real time as well as within historical reporting. |
| **System** | If you have divided your ACD into several systems that can be managed independently of each other, you can assign the group to a specific system here. |
| **Inactive as forwarding destination** | If this box is checked, this group will not appear to other agents as a possible destination for internal call forwarding. |
| **Agent assignment** | Here you add one or more agents to the group and also set the priority of the agents within this group. The priority levels start at 1 (the highest priority) and end at 5 (the lowest priority). The free agents of a group with the highest priority get incoming calls delivered first. |
| **Hotline assignment** | Here, the group is assigned to a hotline and thus made available as a possible destination at the group node in the routing plan.
Afterwards, you can grant the group an individual post-processing time for each hotline. The wrap-up time expires automatically after the time you specify and automatically returns the agent to the last active state. |
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