Creating and Editing User Groups
- Adam Settle
(Admin > Settings > User Groups)
In addition to the mass adjustment of the agent settings that we saw in the previous lesson, User Groups restrict access to the different parts of the Sharpen portal.
For example, you may only want agents to be able to access the End User Dashboard and Sharpen Q while allowing supervisors to access Insights, QVue, etc.
By default, there are two User Groups created— Administrators and Users.
if you'd like to create a new User Group, click the New Group button. Then, give your User Group a name. While not required, you may wish to use an existing User Group as a Parent Group. Parent Groups have administrator access for assigned User Groups (e.g. A “Supervisors” Parent Group may have permissions to help the “Agents” group experiencing administrative issues).
Use the checkboxes to enable or restrict End User Options (such as call recording permissions) and Applications.
If you have a User Group that needs some administrator functions and not others, you can limit the options available for the Configuration, Settings, and Billing tabs.
Note: If you want to remove options altogether (such as within the admin portal), you can flip the green switch off to remove all of the options.
Performance Tiles
When turned on, Performance Tiles modify the SharpenQ dashboard (the screen agents see when they aren’t on an interaction) to display three, agent-controllable performance metrics.
Select your specific metrics from the dropdown and input the agent goals. You also have the option to show agents their ranking for each metric.
Finally, you’ll need to specify the rolling average for your tile metrics. The goal of Performance Tiles is to help identify holistic performance trends—a rolling average will help you gauge true performance rather than just one-offs.
Queue Skills
While we saw how to customize queues and skills at the individual agent-level, queues and skills can also be customized for user groups. This saves time when assigning queues and skills to large groups of users since most of the time, queues and skills aren’t intended for one person (e.g. a Tier 2 Customer Service Skill).
It is much easier to make the change once and push that change to the whole group rather than editing each user individually.
Queue Agent Settings
This next section will look pretty familiar if you’ve been to the Manage Users page. The queue agent settings mimic the options available at a single-user level within Admin > Settings > Manage Users > EditAgentName.
For more information on this section, head to the Manage Users Article here
Interaction Detail
Finally, the last section can be easy to miss if you aren’t on the lookout. These two options relate to the Interaction Record (the all-in-one card when you view the history of an interaction). Based on your use-case, there may be instances where you do not want a specific usergroup to be able to download a call recording (if available) or view the transcription when looking at the Interaction Record. If that’s the case, you can uncheck the boxes here in order to change the view for this particular User Group.