Creating and Editing User Groups
Overview
User Groups control both the permissions and interface access available to different sets of users within the Sharpen platform. They determine which areas of the Sharpen portal each user can access, for example, restricting agents to the End User Dashboard and Sharpen Q while allowing supervisors access to Insights, Q Vue, and administrative functions. User Groups also allow administrators to apply queue settings, skills, and performance configurations to entire groups at once, rather than configuring each user individually.
By default, two User Groups are created on every Sharpen account: Administrators and Users.
To manage User Groups, navigate to Admin > Settings > User Groups.
Creating a New User Group
Click the New Group button and enter a name for the group. Optionally, assign a Parent Group. Parent Groups have administrative access over their assigned child groups — for example, a Supervisors group set as the Parent of an Agents group can assist with administrative issues affecting that group's members.
End User Options and Application Access
Use the checkboxes to enable or restrict access to End User Options (such as call recording permissions) and Applications (such as Insights or Q Vue).
If a User Group requires access to only certain administrative functions, you can selectively restrict options within the Configuration, Settings, and Billing tabs rather than granting full admin access.
To remove an entire section of options from a User Group's view, such as removing all options within the Admin portal, toggle the green switch off to hide all options within that section.
Performance Tiles
Performance Tiles modify the Sharpen Q dashboard, the screen agents see when they are not on an active interaction, to display up to three agent-visible performance metrics.
To configure Performance Tiles:
Enable the Performance Tiles toggle for the User Group.
Select the specific metrics to display from the dropdown menus.
Enter the target goals for each metric.
Optionally, enable agent ranking to show each agent where they stand relative to their peers for each metric.
Set the rolling average period for tile metrics. A rolling average provides a more accurate picture of overall performance trends rather than reflecting isolated one-off results.
Queue Skills
Queues and skills can be assigned at the User Group level, making it significantly more efficient to manage large teams. Rather than updating each user individually, changes made at the group level are automatically applied to all members of that group, particularly useful for skills that apply to entire teams, such as a Tier 2 Customer Service skill.
Queue Agent Settings
The Queue Agent Settings section mirrors the options available when editing an individual user under Admin > Settings > Manage Users. Settings configured here apply as the default for all users within the group and can be overridden at the individual user level if needed.
For a full breakdown of the available Queue Agent Settings, refer to the Queue Agent Settings article.
Interaction Detail
The Interaction Detail section controls what users in this group can see when viewing an Interaction Record, the full history card for a completed interaction. Two options are available:
Download Call Recording
Uncheck to prevent users in this group from downloading call recordings when viewing an Interaction Record.
View Transcription
Uncheck to prevent users in this group from viewing call transcriptions within an Interaction Record.
These settings are useful when certain groups should not have access to audio or transcript data for compliance or role-based access reasons.
This article is part of a series on Admin Configuration topics.