Configuring groups

A group is a collection of ContactPad users. If you want to route interactions to particular groups of users, you must create groups and then add ContactPad users to those groups. For more information about groups, see User Admin.

In the User Admin area of the VCC Admin Portal, you can configure groups in the account you are logged in to.

In this page

How do I navigate 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 following pattern: https://***.newvoicemedia.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. For example, https://***.newvoicemedia.com/CallCentre/portal/useradmin/groups/###, where *** represents the subdomain for the region of your VCC account, and ### represents the ID of the group you want to open.

How do I create a new group?

To create a group, you need the Manage Routing Settings permission. For information about account permissions, see Editing linked account permissions.

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

  1. Go to User Admin, Groups tab. For information about accessing User Admin, see Accessing and finding your way around User Admin.
  2. To create new group, click Create group in the top right corner. If the button is unavailable, you don't have permission to create new group.
  3. A new group appears. Provide the following information:

    Field or section

    Description

    Group ID

    A unique ID for the group. If you do not provide a value when you create a group, VCC will automatically generate one for you.

    You cannot edit the ID later.

    Name

    The name of the group for display purposes. This name can describe what the group is for. For example, Demo Group.

    Type the name you want to appear in the user interface in relation to this group.

    Max Unexpected (s)

    The maximum time, in seconds, that a user in the group can be in any of the Unexpected or Fault states, such as Fault on Line, No Answer, or Line Busy. The default is 10 seconds. At the end of the maximum time, the user's state is changed to Ready.

    If you have enabled the inbound missed call behavior for your account, that behavior overrides the Max Unexpected(s) setting.

    The Max Unexpected(s) setting only applies in interaction plans that use Automatic Call Distributor (ACD) applets to route interactions to the longest waiting users. The Max Unexpected(s) setting does not apply in interaction plans that are configured for skills-based routing, that is, use Universal Contact Distributor (UCD) applets. In the latter case, the maximum time that a user can be in any of the Unexpected or Fault states is three minutes. This setting is overridden if your account is configured to leave users in the No Answer state in which case the user remains in the No Answer state until they manually change their state.

    Max WrapUp (s)

    The maximum time, in seconds, that a user in the group can be in the Wrap Up (Auto) state. The default is 10 seconds. At the end of the maximum time, the user's state is changed to Ready.

    The Max WrapUp(s) setting only applies in interaction plans that use Automatic Call Distributor (ACD) applets to route interactions to the longest waiting users. The Max WrapUp(s) setting does not apply in interaction plans that are configured for skills-based routing, that is, use Universal Contact Distributor (UCD) applets. In the latter case, you can configure the maximum time that a user can be in a WrapUp state in the UCD applet. For information about configuring the Wrapup time in a UCD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet

    Users

    The Users section contains a list of the users that are in this group.

    You can filter the list of users to show only archived or active users to improve performance, particularly in accounts with large number of users; by default only active users appear in the list. For information about filtering users, see Accessing and finding your way around User Admin.

    To view or change the users in this group, click Users. A new group contains only a text field; an existing group contains a list of users currently in the group in addition to the text field.

    To add a user to the group, click in the text field and, optionally, start typing the name of the user you wish to add. A list of available users, filtered by any text you have typed, appears. Click the user you want to add. The list remains visible so you can add multiple users.

    Admin users always have access to edit all users in the account they are logged in to.

    Supervisor users have access to edit supervisor, wallboard and agent users who are: 

    • assigned to the group or groups that the supervisor has Write permission to
    • not assigned to any group if the supervisor has the View Unassigned Users permission

    Supervisor users also have access to edit other supervisor or wallboard users who are their managees, and themselves.

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

    To add all available users to the group, click Add All.
    To remove all currently added users from the group, click Clear All.
    To remove an existing user, click the X icon alongside the user's name.


    If you leave a mandatory field empty or enter a value that is not valid, an error message appears. The number of errors appears alongside Create. You cannot click Create until you have corrected all the errors.
  4. When you have provided valid information in all mandatory fields, click Create. Your new group is created. Alternatively click Cancel to cancel creating this new group.

As an admin and supervisor user, after creating a new group you will automatically be granted write access to it; you will be able to see and manage this group.

How do I view an existing group's details?

Go to Groups tab in User Admin area 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. To edit the group you need to have the Manage Routing Setting permission. The icon on the right indicates whether you can edit (pencil icon) or view (eye icon) listed group. 

As an admin user you can see and edit all groups available in the VCC account you are logged in to. 

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.

How do I edit an existing group?

To edit a group, you need the Manage Routing Settings permission. For information about account permissions, see Editing linked account permissions.

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

  1. Go to User Admin, 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. If you do not see the group, you do not have permission to view or edit this group. For information about supervisor user permissions, see Supervisor permissions in User Admin.
  3. Click on the group you want to edit. The group's details appear.
  4. Update the information in the fields as required.

    Field or section

    Description

    Group ID

    A unique ID for the group. If you do not provide a value when you create a group, VCC will automatically generate one for you.

    You cannot edit the ID later.

    Name

    The name of the group for display purposes. This name can describe what the group is for. For example, Demo Group.

    Type the name you want to appear in the user interface in relation to this group.

    Max Unexpected (s)

    The maximum time, in seconds, that a user in the group can be in any of the Unexpected or Fault states, such as Fault on Line, No Answer, or Line Busy. The default is 10 seconds. At the end of the maximum time, the user's state is changed to Ready.

    If you have enabled the inbound missed call behavior for your account, that behavior overrides the Max Unexpected(s) setting.

    The Max Unexpected(s) setting only applies in interaction plans that use Automatic Call Distributor (ACD) applets to route interactions to the longest waiting users. The Max Unexpected(s) setting does not apply in interaction plans that are configured for skills-based routing, that is, use Universal Contact Distributor (UCD) applets. In the latter case, the maximum time that a user can be in any of the Unexpected or Fault states is three minutes. This setting is overridden if your account is configured to leave users in the No Answer state in which case the user remains in the No Answer state until they manually change their state.

    Max WrapUp (s)

    The maximum time, in seconds, that a user in the group can be in the Wrap Up (Auto) state. The default is 10 seconds. At the end of the maximum time, the user's state is changed to Ready.

    The Max WrapUp(s) setting only applies in interaction plans that use Automatic Call Distributor (ACD) applets to route interactions to the longest waiting users. The Max WrapUp(s) setting does not apply in interaction plans that are configured for skills-based routing, that is, use Universal Contact Distributor (UCD) applets. In the latter case, you can configure the maximum time that a user can be in a WrapUp state in the UCD applet. For information about configuring the Wrapup time in a UCD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet

    Users

    The Users section contains a list of the users that are in this group.

    You can filter the list of users to show only archived or active users to improve performance, particularly in accounts with large number of users; by default only active users appear in the list. For information about filtering users, see Accessing and finding your way around User Admin.

    To view or change the users in this group, click Users. A new group contains only a text field; an existing group contains a list of users currently in the group in addition to the text field.

    To add a user to the group, click in the text field and, optionally, start typing the name of the user you wish to add. A list of available users, filtered by any text you have typed, appears. Click the user you want to add. The list remains visible so you can add multiple users.

    Admin users always have access to edit all users in the account they are logged in to.

    Supervisor users have access to edit supervisor, wallboard and agent users who are: 

    • assigned to the group or groups that the supervisor has Write permission to
    • not assigned to any group if the supervisor has the View Unassigned Users permission

    Supervisor users also have access to edit other supervisor or wallboard users who are their managees, and themselves.

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

    To add all available users to the group, click Add All.
    To remove all currently added users from the group, click Clear All.
    To remove an existing user, click the X icon alongside the user's name.


    If you leave a mandatory field empty or enter a value that is not valid, an error message appears. The number of errors appears alongside Save. You cannot click Save until you have corrected all the errors.
  5. When you have finished making changes, click Save. Your changes are saved. Alternatively click Cancel to undo all your changes.

How do I add 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 to a group in the account you are logged in to, edit the user and click Add to group in the Groups section in Routing Settings. For information about editing a user, see Configuring individual users.
  • To add multiple users to a group, use bulk actions. For information about adding multiple users to a group, see Configuring multiple users (using bulk actions).

How do I remove a user from a group?

To remove a user from a group, you need the Manage Routing Settings permission. For information about account permissions, see Editing linked account permissions.

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

  1. Go to User Admin, 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. If you do not see the group, you do not have permission to view or edit this group. For information about supervisor user permissions, see Supervisor permissions in User Admin.
  3. Click on the group you want to edit. The group's details appear.
  4. In the Users section, click the minus icon (-) next to the name of the user you wish to remove from the group. Click Clear all to remove all users from the group.
  5. Click Save to save your changes.

How do I delete an existing group?

To delete a group, you need the Manage Routing Settings permission. For information about account permissions, see Editing linked account permissions.

Only admin users can delete groups.

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

  1. Go to User Admin, Groups tab. For information about accessing User Admin, see Accessing and finding your way around User Admin.
  2. Locate the group you want to delete using search or by scrolling the list. If you do not see the group, you do not have permission to view or edit this group. For information about supervisor user permissions, see Supervisor permissions in User Admin.
  3. Click the group you want to delete. The group's details appear.
  4. Click Delete group. A dialog box appears.
  5. Click Delete to delete the group. Alternatively click Cancel to cancel deleting the group.