Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
User type: Admin
Groups are labels you can assign to users and devices in your team. Once assigned, you can use groups to filter users, devices, and reporting data across the Admin Portal; for example, by location, department, squad, shift, or onboarding cohort. A user or device can belong to one or more groups at the same time.
Common ways teams use groups:
- Find a specific subset of users in a large team without scrolling through everyone.
- Compare performance across departments or locations by tagging users by site or team name, then filtering Analytics.
- Monitor a specific squad in real time on the Monitoring page.
- Track cohort progress over time, such as a new-hire class or a seasonal campaign team.
Group assignments based on your setup
Where you manage groups depends on your setup. Follow the steps for your context, then use one of the methods below to assign groups directly on the view or upload via CSV.
- Go to Directory >>> Teams
- Click the team you want to update
- Navigate to the Users or Devices tab within that team
- Follow the steps from How to assign a group to manage groups.
- Go to Directory >>> Users
- Follow the steps from How to assign a group to manage groups.
- Go to Directory >>> Devices
- Follow the steps from How to assign a group to manage groups.
Hint
For device-based teams, if Show usage analytics based on Windows username is enabled (Team settings >>> Analytics), switch to the Usernames tab under Deployed devices before assigning groups.
How to assign a group
Section view
- In the Groups column, click + next to the user or device you want to update.
- Type a group name.
- If the group already exists, select it from the suggestions.
- If it does not exist yet, click Create to add it.
- The group appears as a tag in the Groups column.
Side panel
The side panel lets you view and manage all groups assigned to a user or device in one place.
- Click the row of the user or device you want to update. The Details side panel opens.
- In the Groups field, click +.
- Search for an existing group or type a new name and click Create.
Hint
A user or device can belong to multiple groups at the same time. Repeat the steps above to add as many as needed.
Assignment from a CSV file
For larger teams, you can assign groups to many users or devices at once using a CSV file.
Prepare your file with two columns using these exact headers, depending on your team type:
- Email-based teams: Email (Column A), Group (Column B)
- Device-based teams: Hostname (Column A), Group (Column B)
- Device-based teams with Windows username analytics enabled: Username (Column A), Group (Column B)
Add one row per assignment. To assign multiple groups to the same user or device, repeat their identifier on additional rows with a different group name in Column B. Only the first two columns are recognized; any additional columns are ignored.
- Go to the appropriate view for your setup (see above).
- Click Actions with CSV in the top right, then select Assign group with CSV.
- Drag and drop your file or click Click to upload.
- Confirm the upload.
Important
Uploading a CSV rewrites all existing group assignments for every user or device listed in the file. Users and devices not included in the CSV are not affected.
Remove a user or device from a group
- Open the Users/Devices section.
- In the Groups column, click × on the group tag you want to remove.
- Click the row of the user or device you want to update. The Details side panel opens.
- In the Groups field, click × on the group tag you want to remove.
Rename or delete a group
- In the Groups column, click + next to the user or device that belongs to the group.
- Hover over the group you want to update and click the three-dot icon next to its name.
- Select Rename to change the name, or Delete to remove the group from your team.
- Confirm the action.
- Click the row of any user or device that belongs to the group. The Details side panel opens.
- In the Groups field, click + to open the group dropdown.
- Hover over the group you want to update and click the three-dot icon next to its name.
- Select Rename to change the name, or Delete to remove the group from your team.
- Confirm the action.
Info
Deleting a group removes it from every user and device it was assigned to. Other group assignments and account data are not affected.
Filter by group
Once groups are assigned, a Group filter is available in the following sections of the Admin Portal:
- Users
- Devices
- Monitoring
- Calls
- Performance
- Analytics (all views)
Click the Group filter and select one or more groups. The page updates to show data for users or devices in those groups only. This changes only what you see in the current session.
Limitations
- Subscriptions and licenses are managed at the team level. You cannot assign a separate license to a group or split licenses between groups.
- Team Settings apply to the entire team. Per-group settings are not supported.