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User Groups are departmental or operational team containers that organise agents into logical clusters. Groups drive campaign assignment, routing logic, and supervisor visibility segmentation. An agent belongs to exactly one User Group at a time.

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Field reference

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Create a user group

1

Open the form

Click + Create User Group from the User Group list.
2

Enter a name

Name (required): a unique, descriptive label. This appears in agent configuration, campaign dropdowns, and reports.
3

Assign the outgoing rule

Outbound Rule (required): the Outgoing Rule that governs all outbound calls from agents in this group. The rule must already exist and be active.
4

Set the status

Status: Enable to make the group immediately available, or Disable to save without activating.
Always assign the correct Outgoing Rule at creation time. The rule determines which SIP trunk agents use for manual outbound calls. Using the wrong trunk can send calls through the wrong carrier or fail them entirely.

Outgoing Rules

Configure how outbound calls exit the system.

Agents

Create agent accounts and assign them to groups.