How to Create User Groups

User Groups organise agents into logical clusters for campaign assignment, routing logic, and supervisor visibility segmentation. An agent can belong to only one User Group at a time.

Navigate to User Group

Go to Users → User Group in the left sidebar menu.

Create a User Group

Click + Create User Group.

Fill in the fields

Fill in the fields:

Field	Description
Name (required)	A unique, descriptive name for the group. This name is appearing in agent account configuration, campaign assignment dropdowns, and reports.
Outbound Rule (required)	Select the Outgoing Rule that is governing all outbound calls made by agents in this group. The outgoing rule must already be created and active before it can be assigned here.
Status	Set to Enable to make the group immediately active. Set to Disable to create the group without making it available for campaign assignment.

Save

Click Save.

Always assign the correct Outgoing Rule at User Group creation time. The Outgoing Rule determines which SIP trunk agents in this group use for all manual outbound calls. Using the wrong trunk can result in calls going through the wrong carrier or failing entirely.

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How-to Guide

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Reference