Managing your Team With Groups

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Creating and Using Groups

Use groups to organize team members into teams based on subject matter expertise. Agents can belong to multiple groups, and you can use groups to provide or limit filters or macros to particular groups.

How to create a new Group

  1. Go to AdminTeamGroups. Two groups, "General" and "Supervisor" are there by default, which you may keep or delete depending on your needs. Your system must have at least one group.

  2. Click the Add Group button.

  1. In the popup window, give your group a name and select the agents that will be a part of this group. Agents must be created before they can be added to a group.

Note: Agents can be assigned to more than one group. For example, everyone may be in the "General" group, but only Directors and above may be in the "Supervisor" group.

You may design your groups based on teams, departments, business function, skill set or knowledge, or experience and complexity. Examples include - Support, Sales, Billing, Operations, IT, HR, Legal, Event Management, Tier 1, Tier 2, Escalation, Management, etc.

See also:  Creating Groups in

Deleting Groups

Groups can be deleted so long as there are no active settings leveraging the group as a condition, action, or permission. 

Using Groups

Groups are great because you can use them as criteria in a filter, a condition or action in rules, a setting in macros, for agent permissions, and for reporting.
  • Using Groups for Filters: When creating your filters, you can designate the assigned group as the criteria to surface cases (click to learn more). Additionally, filter permissions allow you to show to all users, a group, or a user.
  • Using Groups in Macros: When creating a macro, you can choose to update the assigned group value. Macro permissions also determine who has access to the macro, whether it's all users, a group, or a user.
  • Using Groups in Rules: When creating business rules, you can designate the assigned group as an "and" or "any" condition, as well as a rule action. For example, with inbound cases, the assigned group could be set in the rule action based on your specific and applicable conditions. Or, you can set your outbound mailbox based on the assigned group (click to learn more).
  • Agent Permissions for a Specific Group: When updating Agent Permissions (Admin > Cases > Agents) you can designate a group for erasing content, deleting cases, exporting cases, merging cases, or splitting cases.
  • Reporting on Groups: The Groups report in Business Insights is where you will go to see reporting broken down by groups (click to learn more).