The access group of an operator affects what the operator can do in the application.

In addition to the access group, the following fields in the operator record influence how the application handles assignment of work to the user:

• Workgroup
• Skills
• Calendar

In many implementations, it is more efficient for the application to set values in the operator record, during the authentication process. An administrator manually maintaining these records is not recommended. You must configure these rules as part of the authentication mechanism for your site. For more information, see Authentication services.

• Configuring work groups
• Configuring work queues
• Configuring work parties