Configuring groups

Overview

In the User Admin area of the Vonage Contact Center (VCC) Admin Portal, you can configure groups in the account you are logged in to. Groups allow you to organise agents and control their routing settings, presence states, and wrap time limits.

For more information about groups, see User Admin.

Prerequisites

Navigating groups

The Groups tab in User Admin supports URL navigation. You can directly navigate to the Groups tab or bookmark your most frequently changing group.

• To open the Groups tab, use the following pattern: https://***.cc.vonage.com/CallCentre/portal/useradmin/groups where *** represents the subdomain for the region of your VCC account.

• To open a specific group, add the group's ID at the end of the URL: https://***.cc.vonage.com/CallCentre/portal/useradmin/groups/### where *** represents the subdomain and ### represents the ID of the group.

Creating a new group

To create a new group in the account you are logged in to, perform the following steps:

1. Navigate to User Admin, then click the Groups tab. For information about accessing User Admin, see Accessing and finding your way around User Admin.

2. Click Create group in the top right corner.

3. A new group form appears. Provide the following information:

Details

Open

Presence states

Open

Users

Open

4. If you leave a mandatory field empty or enter an invalid value, an error message appears. The number of errors appears alongside Create. You cannot click Create until you have corrected all errors.

5. When you have provided valid information in all mandatory fields, click Create.

Alternatively, click Cancel to cancel creating the group.

Viewing an existing group's details

Go to the Groups tab in User Admin to see a list of groups in the account you are logged in to. From this list you can see each group's name and ID. The number of users in the group also appears, displayed as Users (12).

• The icon on the right indicates whether you can edit (pencil icon) or view (eye icon) a listed group.

• As an admin user, you can see and edit all groups in the VCC account.

• As a supervisor user, you can see or edit only those groups for which you have Read or Write permissions. You will not see groups for which you do not have permission.

For information about supervisor user permissions, see Supervisor permissions in User Admin.

Editing an existing group

To edit an existing group in the account you are logged in to, perform the following steps:

1. Navigate to User Admin, then click the Groups tab. For information about accessing User Admin, see Accessing and finding your way around User Admin.

2. Locate the group you want to edit using search or by scrolling the list.

3. Click on the group you want to edit. The group's details appear across three sections: Details, Presence states, and Users.

4. Update the information in the fields as required. Refer to the field descriptions in Creating a new group, located earlier on this page, for guidance.

5. If you leave a mandatory field empty or enter an invalid value, an error message appears. The number of errors appears alongside Save. You cannot click Save until you have corrected all errors.

6. When you have finished making changes, click Save.

Alternatively, click Cancel to undo all your changes.

Adding a user to a group

You can add one or more users while creating or editing a group as described above.

You can also add users to a group in the following ways:

• To add an individual user, edit the user and click Add to group in the Groups section in Routing Settings. For more information, see Configuring individual users.

• To add multiple users, use bulk actions. For more information, see Configuring multiple users (using bulk actions).

Removing a user from a group

To remove one or more users from a group, perform the following steps:

1. Navigate to User Admin, then click the Groups tab.

2. Locate the group you want to edit using search or by scrolling the list.

3. Click on the group. The group's details appear.

4. In the Users section, click the minus icon (-) next to the name of the user you want to remove.

   • Click Clear all to remove all users from the group at once.

5. Click Save to save your changes.

Configuring group-based agent states

Group-based agent states allow you to control which presence states are available to agents based on the group they belong to. You can configure this in User Admin > Groups.

Group-based agent states are supported in both ContactPad and Intelligent Workspace.

To configure group-based agent states, perform the following steps:

1. Log in to the VCC Admin Portal.

2. Navigate to User Admin.

3. Click the Groups tab.

4. Locate and select the group you want to configure from the list.

5. Click the Presence states drop-down to expand it.

6. Select the checkbox next to each presence state that agents in this group should be able to view and use in their ContactPad or Agent Workspace.

7. Click Save.

Presence states table

The following table describes the columns available in the Presence states section:

For more information about agent states, see Configuring agent states.

Deleting an existing group

To delete a group in the account you are logged in to, perform the following steps:

1. Navigate to User Admin, then click the Groups tab.

2. Locate the group you want to delete using search or by scrolling the list.

3. Click the group. The group's details appear.

4. Click Delete group. A confirmation dialog box appears.

5. Click Delete to confirm.

Alternatively, click Cancel to cancel deleting the group.