The work group setting on the operator record affects how the application delivers work to the operator.

1. Review the Operator record.
2. Determine the rules for assigning a work group to an operator or the role that multiple operators hold.
3. Click Configure> Org & Security > Organization >Operators.
4. Click the Operator ID.
5. On the Work tab, review the work group information for the operator record.
6. Determine your policy for assigning a work group to an operator or the role that multiple operators hold.