Creating a department

1. Go to Departments.
2. Click + New department.
3. Give it a name.
4. Select the agents to assign.
5. Save.

After creating it, configure its pipeline, playbook, and alerts (each defaults to the company-level settings until you change them).

tip

Assign agents before you tune the playbook — you'll want to see their calls scored by the new department's rules right away.