Groups identify the call data that is associated with specific users. When a user belongs to a particular group, they have access to the call data that is assigned to that group. All Interaction Lists, searches, and reports they access will only include data about the calls in their group. For information about assigning groups to users, see Managing Users.
Each group is defined as a list of partitions and work groups. Partitions identify call data using the identification system that was used by the recording system. For example, a partition might include calls to phone number x, extension y. Work groups are based on the structure of the call center and identify the user's place in the enterprise's hierarchy. For example, a work group might be Denver Center, ABC Bank. In most cases, certain partitions are associated with specific work groups, so it is sufficient to select work groups and the partitions are automatically included. At times, it may be necessary to add partitions as well.
This section explains how to create and manage groups. Groups are managed in the Administer Groups screen.
The Administer Groups screen opens and displays a list of the existing groups. For each group, the work groups and partitions associated with the group are listed under Partitions.
A group-definition dialog box opens.
Edit User Profile
Manage Users
Manage Roles
SMART User Manual
You can delete groups from the system if no users are associated with them.
Edit User Profile
Manage Users
Manage Roles
SMART User Manual