Manage groups for QM and Analytics

A group is a collection of one or more teams.

Field definitions

Use the Groups page to create, edit, import, and export groups.

NOTE   Groups can be deactivated but not removed. They are retained for historical purposes and are available in reports, contacts, analytics, and so on.

The fields on the Groups page are described below.

Field Description

Group Name

Enter a name for the group. The group name cannot be the name of an existing group, an existing team, or the name of the tenant this group is part of.

Select Group

Select an existing group. The list displays active groups by default.

Show inactive groups

Select this check box to display both active and inactive groups in the Select Group field. “Inactive” appears next to inactive groups in the list of groups.

When cleared, only active groups appear in the Select Group field.

This field only appears when you are editing an existing group.

Activate this group

Select this check box to activate the group. Groups are activated by default. Clear this check box to deactivate the group.

Teams

Assign one or more teams to this group.

Creation Date

(Read-only) The date the group record was created.

Deactivation Date

(Read-only) The date the group record was deactivated. When a record is active, this field is not visible. When this field is visible, it displays the date of the group’s most recent deactivation.

This field only appears when you clear the “Activate this group” check box.

Teams

Assign one or more teams to this group by moving the teams from the Available pane to the Assigned pane.