The work group setting in the operator record affects how your application delivers work to the operator. Review the Operator record and determine the rules for assigning a work group to an operator or the role that multiple operators hold.
In the header of Dev Studio, click.
Select an operator ID.
On the Work tab, review the work group information for the operator record.
Determine your policy for assigning a work group to an operator or the role that multiple operators hold.For more information, see Fields for operator work groups, work queues, and schedules.