Group Management

The Voice-Admin can create new user groups in the Ameyo system. The group management in Ameyo provides the feature to the Voice-Admin to group the agents so that "Group Manager" is able to manage and supervise them.

Figure: Group Management

By default, the screen does not have any groups and shows the above screen at the time of the first login.

Create New Group

Before creating any group manager, the Voice-Admin has to create a user with the user role "Group Manager".

Click "Create New Group" button present on the page. The following page is displayed.

Figure: Create Group

Perform the following steps to create the group.

1. Provide the name of the group in the "Group Name" column.

2. Enter the description of the group, if any, in the "Description" textbox.

3. Select the agent from the "Available Users" column which you want to assign to that group and click icon.

Assign at least one group manager user from the list. However, you can assign more than one group manager from here.

4. After providing all the information, click "Create" button.



Figure: Sample Group

Click icon to unassign the users from the assigned list of the users.

The user assignment is atomic in nature, that is not transactional. If some users out of all selected users could not be assigned because of any reason such as configuration, then allowed users will be assigned except those are failed to be assigned.
In the case of license restriction, the users of which license is not obtained will not be displayed in the section of available users.

Edit the Group

Perform the following steps to edit the group.

1. Select the group which you want to edit and click icon. The following page is displayed.



Figure: Edit the Group

2. Change the information which you want to change, and then, click "Save" button.

Delete Group

Select the group which you want to delete and click icon. A confirmation modal is displayed.

Figure: Delete Group

On the opened modal, click "Yes" button to delete the group, else click "No" button.

Assign Group Manager or Agents in Multiple Groups

A Group Manager or agent can be assigned to multiple groups. The Administrator can create multiple groups and assign a group manager in those groups. It means a Group Manager can monitor multiple groups having different or same agents.

We recommend to not assign the same agents in multiple groups as it makes very difficult for the Group Manager to manage the groups and agents in such a case. However, if a few agents of one group have to be assigned to another group under the same Group Manager, then make sure that both the groups should have a few different agents. As it will help the Group Manager to distinguish between both groups.