Overview
You create a User Group by using an existing, fully configured user whose settings the group copies. Only users with a Super Admin ACL can create groups.
What each permission level sees:
Super Admin ACL: every group in the account.
User Group Manager: only the groups you are assigned to manage.
Any other admin: no groups. Add User Group and Recycle Bin are disabled.
Before you start: set up one user exactly the way you want the whole group to work. This user is the template. Their settings become the group's starting point.
Contents
User Groups Page
The User Groups tab on the Users management page lists the groups that have been created. In the table list you can open any group to manage settings. The filters are available to search and sort User Groups.
Click the Account main menu.
Click the Users menu option.
The Users page will open. Click the User Groups tab.
Filter, search, and sort
Search bar: search by group name
-
Filter by: Select an option in the first, then select an operator; Equal to, Greater Than, Less Than, With/In, enter a value in the third field.
Group Name
Number of Members
-
Order by: Descending or Ascending
Group Name
Number of Members
| Column | Shows |
| Group ID | The group's system ID |
| Name | The group name |
| Description | The group description, if one was entered |
| Number of Members | How many users are in the group |
Action buttons on User Groups
These actions are available to Super Admins only, for all other Users, both buttons appear but are disabled.
| Add User Group | Creates a new group. |
| Recycle Bin | Shows deleted groups and lets Admins restore them. |
Create a User Group
Click the Account main menu.
-
Click the Users menu option.
The Users page will open.
Click the User Groups tab.
Click the + Add User Group button.
The Add User Group modal window will open.
- Create a name for the group in the Group Name field.
- In the Copy Existing User Settings drop-down, select an existing user to copy their settings into this group. You can edit the settings for the group later.
The template User is not added to the group automatically but can be added via the General tab in User Group settings.
Upon saving, a success window will confirm the group creation was configured to match the selected user's settings.
User Group Settings
The User Groups settings page has several tabs:
| Tab | What it's for |
| General | Group name, description, add Users and Admins. |
| Inbound Settings | Inbound settings for all Users. |
| Agent Interface Options | Agent interface settings, including the group's own Agent ACL. |
| SMS Settings | SMS settings for all Users. |
| Data Access | Agent data access only: campaigns, queues, campaign groups, and lead access |
| Callback Options | Callback settings for all Users. |
| Skill Routing | Skill routing for Users who follow the group |
| Admin Logs | A record of every change to the group: Users, settings, deletion, and restore |
From each tab you can open Edit Member Agent Queues to manage the queue settings the group controls.
A group can have zero Users and zero managers, so you can set it up first and add people later.
Users who are already in a group do not appear in the list of available Users.
Note: Each tab saves separately. Switching to another tab does not save your changes. Click Apply Changes before you leave a tab.
Add or Remove Users
When you add a user to a group, the group's settings replace theirs on every group-controlled tab, right away. When you remove a user, you choose whether they keep the group's settings or reset to default new-user settings.
General Tab
The General tab sets the group's name and description, and assigns its members and managers.
General Settings
Field |
Description |
|---|---|
User Group Name |
The name of the user group. |
Description |
Optional free-text description of the group. |
User Group Members
Rules and warnings shown on this section:
Note: A user can belong to only one user group. Users missing from Available Users are already in a group. Super Admins cannot become members.
Warning: Review each user's ACL before adding them. Once added, their Campaign and Queue access is controlled by the group's Data Access tab, replacing all prior access settings.
» remove all from group
› remove selected
‹ move selected
« move all into the group
User Group Members |
Contains Users currently in the group. |
Available Users |
Users who can be added. |
Each user's ACL appears in parentheses following their name, e.g. Agent Smith (Agent).
User Group Managers
Only users who are not already in a group appear in the available list, because a user can belong to one group at a time.
Note: Inactive users cannot be assigned and are not shown.
Use the controls between the fields to move Users:
» remove all from group
› remove selected
‹ move selected
« move all into the group
User Group Managers |
Admins assigned to manage this group. |
Available Admins |
Admins who can be assigned as managers. |
Click the Apply Changes button.
When members are Removed
When an Admin or User that was in the Group has been removed from the Group:
Remove the User or Admin from the General tab User Group lists.
Upon saving a modal window will open.
-
Select settings for the removed group members to take on; should they keep the User Group settings or be reset to default settings.
- Keep current settings - Users retain the permissions and settings they had in this user group.
- Reset to default settings - Users lose this group's settings and are set up as if they were newly created.
Credentials and connection type are not changed.
Read More: Delete and Restore a User Group