User Groups are groups of users that can be defined for use with customized routing rules. Since User Groups and advanced routing are enterprise features, you may not see these options in your navigation. Please contact your Qualified sales rep or your Customer Success Manager to turn this feature on in your account.
Creating a User Group is straight-forward, simply navigate to Settings > Organization > Groups, and click the (+) icon to create your new group, and then add users from your account, it's that simple!
Now that you have your User Groups defined, how do you bring those into your custom routing rules? When you are creating or editing a routing rule, you'll now see the ability to add groups of users in the routing rues, as opposed to just individual reps. You can see below how User Groups now appear in the routing rule selection.
User groups are teams of Qualified users that can be set up for customized routing purposes.