Note: 
⚠️ Distribution groups are required to define which agents or experts will receive conversations captured by your targeting rules. 
⚠️ You should therefore create one distribution group per respondent type.
⚠️ An agent can belong to multiple distribution groups at the same time.
⚠️ You can create an unlimited number of distribution groups.

Note:  Prefer a clear, descriptive name — it will help you identify the distribution group later in the list of groups and in reporting tables.

 

Each value you add specifies the types of values (logical operator “AND”).

For a value type, you can combine multiple values (OR - “Matches one of these values”), specify them (AND - “Matches all of these values”) or exclude them (NOT - “Does not match these values”).

 

Note: Distribution groups are updated in real time — if you add new agents who match the criteria, they will be added automatically.

Note: Distribution groups do not replace groups and skills; rather, they let you select them dynamically. 

Click “View” to check the list of selected users