Groups Tab
You must have the default Administrator role or a custom role that includes these permissions to use the Groups tab:
- Administration > Groups > Create to create a playback group.
- Administration > Groups > Modify to modify a playback group.
You must have the default Administrator or Supervisor role or a custom role that includes this permission:
- Administration > Groups > View to view a playback group.
The Groups tab must be configured before recording of users can occur. Group information in the Users Accounts is used to grant access to recordings of the members of the group(s).
Resources are numeric data made available to users via assignment of permissions on their users accounts in the Users tab. Users can use resource data to perform tasks such as searching for and playing back specific interactions. A typical example of a resource is an incoming "dialed number". Examples of incoming dialed numbers are a toll-free such as 8005551212, a DNIS number of 234567 or an agent's extension. When assigned these resources, users would be able to search for incoming recorded interactions from toll-free number 800-555-1212, the DNIS 234567 or the agent's extension.
The Groups tab is used to assign Users (a type of resource) or Contact Points (another type of resource) to a named group. Users are assigned to groups in the Users Accounts tab. Changes to a Group affect all group members. This way, each user does would not need to be individually changed.
Modify the group membership as resources are added or removed from the group to simplify user account assignments instead of modifying each individual user account.
The Groups table of records and and columns displayed are:
| Header Name | Description |
|---|---|
| Group Name | A text description of the nature of the group. |
| Group Type | The type of resources found inside the group. Options are User or Contact Point. |
Groups have the following properties:
- Update user account permissions globally by assigning each user as a member of a Group in the Administration > Users tab.
- The group can also be used to easily search for calls in the Playback window using Recordings > Custom Search.
- Running reports on a specific group can provide both overall and detailed information about how well the group compares with other groups using the Reports > Designs > New Report tab.
- Sorting is available by selecting the header at the top of each column. The first click will sort ascending, the second click will sort descending, and the third click will return to the default sort.
- Quick filters are available to refine a search. Click on the Filter Icon in the header of each column to select filter parameters for that column.
