displays all the support analysts in your system. If an analyst belongs to more than one group, the groups to which the analyst belongs are displayed below the analyst’s name. Click the + next to the analyst’s name to view the groups to which the analyst belongs. In this view, you can select either the analyst to whom you want to forward the call.
If a group is selected in this view, the call will be forwarded to the analyst and not the group. However, the call will be assigned to the selected group.