Overview

A User Group lets you set up one agent correctly, save that setup as a group, and apply it to every agent you add. Instead of configuring agents one at a time, you manage the group once and its members follow it. You can also assign a whole group to a Campaign, Campaign Group, or Queue in one step.

Contents

• How it works

• Things to know

• Who can use User Groups

• What a group controls, and what stays per user

• Skill Routing

• Queue settings the group controls

How it works

1. Start from a configured user. You create a group by copying the settings of an existing, fully configured user. That user is the template. This is the only way to create a group.

2. Fine-tune the group. The group starts with the template's settings. You then adjust the group's settings tabs.

3. Add members. Every user you add takes on the group's setup. When you change the group, all members change with it, right away.

4. Assign the group. Assign the whole group to campaigns, campaign groups, and queues instead of assigning agents one by one.

Things to know

• A user can belong to only one User Group at a time.

• Most of a member's settings are controlled by the group and locked on the individual user. A defined set stays editable per user. 

• User Groups are managed by admins. 

• Deleted groups go to a Recycle Bin and can be restored.

Read More:

• Create and Manage a User Group

• Delete and Restore a User Group

• Assign a User Group to Campaigns, Campaign Groups, and Queues

What a group controls, and what stays per user

For a group member, the group controls several settings areas and locks them on the user: Agent Interface Options, SMS Settings, Inbound Settings, Agent Data Access, Callback Options, and (by default) Skill Routing.

Everything else stays editable on the individual user, including a few exceptions inside those areas. Changes to the group apply to members right away, not at their next login.

Settings a Group Controls

Settings that always stay per user

These stay editable on the individual user, even while they are in a group. Changing the group never overwrites them.

• Credentials

• Connection Type

• Access Control List tab (the user's admin permissions)

• Admin Data Access

• Agent Skills

• Lead Assign

• Agent Cost

• Max Inbound Call Count

• Agent Time Zone

• Skill Weight

Individual User's Settings pages for Users that are in a Group will have a yellow banner indicating that the user is set up by a Group and the Group to which the user belongs.

Agent Interface Options tab in the User's Settings page

Agent ACL in Agent Interface Options

Agent ACL is group-controlled. Each group has its own Agent ACL, copied from the template user, edit it through Edit Profile. 

The group's Agent ACL cannot be assigned to users outside the group or to other groups.

Agent Interface Options tab in User Group settings page

Read More: Create and Manage a User Group

Skill Routing 

User's in User Groups have an Apply User Group's Skill Routing toggle in their individual User Settings page.

• On (default): The member follows the group's skill routing. Their Skill Routing tab is read-only.

• Off: The member keeps their own skill routing, and you can edit it on their screen.

If you turn the toggle back on, the group's skill routing replaces any individual changes. 

User Settings page in the Skill Routing tab 

Queue settings the Group controls

On any tab in User Group settings, find the Edit Member Agent Queues button in the bottom-left of each tab.

• Read More: Assign a User Group to Campaigns, Campaign Groups, and Queues

• Click the Edit Member Agent Queues button to open the Queue's settings page to configure Queue settings the group controls for its Users.