Configuring Your Account
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      3. Configuring Your Account

      Groups and Users

      The Groups & Users page is where you can go to manage (Add/Delete/Edit) your Groups and Users, including Users permissions.

      The Groups & Users page is only available to Users with Admin access. You can toggle between Subgroups and Users; these buttons are found on the top left of the page. 

      The groups can be created on three levels, and infinite groups can be added on the 2nd and 3rd levels. 1st level is the billing level group.

      There are four types of users. Admin users, Standard Users, Read-Only Users, Identified-Only Users. Scorers can be only added on the backend and not available on UI.


      You will find the orange Filters button on the top left of the page. Use this button to isolate the criteria you want to pull data for. For example, you can pull data for a specific Tracking number, Caller ID, etc. On the right side of the page is a Save Filters button that allows you to save the filters you’ve chosen if you want to avoid selecting the filters from scratch each time. You will find the Reset to Default button to the left of it. Clicking on it will remove the filter(s) you saved previously.

      The Subgroups and User tables both offer the following options:

      • The Download button, which allows you to export the data in the table in CSV format
      • The ability to sort by columns. Click on the column header to sort the data
      • The Items per page dropdown, found on the bottom left of the page, which allows you to change how many results you see at one (10, 25, or 50). At the bottom right of the page, you can click on the arrows to go to the Next page, Last page, Previous page, etc.
      • The Create button, to add new Groups and Users. This is found on the top right of the page

      Create Group/User flow:


      • Use the Next button to continue to the next screen

      • If a mandatory field is left empty, you will see an error message

      Edit User & Group:


      Once you’ve selected a Group, you’ll be able to view any Subgroups and Users under that Group.


       

       

      To edit a Group or User, click anywhere on the row of the particular group or user to open it up

      • Users can be moved or deleted. A warning message will come up before these actions are finalized, so if they are clicked by mistake, you can click Cancel. 
      • You can add multiple Nicknames for the users.
      • When moving a User to another group, please note that their permissions must be checked/updated. 
      • There is a checkbox to Move the user's calls to a new group if you want that user’s calls to also move from one group to another.
      • User permissions and passwords can be updated from here.
      • Permissions for Group, Reporting, and Audio/Scoring access can be edited here. Be sure to click the Save button (Apply button for Audio/Scoring access) after you make changes. 


      • Agent Id allows the unique Agent Id to be assigned to the user
      • Agent Ring to is a phone number which is assigned to the user.
      • Enable scoring option allows the conversations to be assigned to this user.
      • Roaming Agent option allows the the agent to be assigned to conversations that belong to any group in their selected groups permissions.