Group
Last updated
Last updated
Groups are very useful if you have multiple departments handling different cases. Different groups can distinguish between each purpose, e.g., Clinical Physiologist and Pediatrician. Simply assign a user to a group, and control each group's access. They can significantly shorten case resolution time and reduce transfers between agents in different departments.
This section describes how to manage a group. Users can be members of groups, and groups determine user access privileges to control the user can interact with the system. To view and manage the user's group, select Administration menu > User Management > Group. On this page, you can find, edit and delete existing groups, as well as add new groups.
Component Explanation:
| Feature | Description |
|---|---|
Easy to add a logo to your group. Click the '+Logo' button to insert the logo into your group. | |
Total line of business on the group | |
Total team member on the group. | |
Click this icon to assign the form to your group. | |
Click this icon to assign your group to the related LOB. | |
Click this icon to view the list of your team member in the group. | |
If you tick a group as public, users or third parties can view and download the documentation using the API (Application Programming Protocol). Through this API, third parties can access the team list from a department or group. | |
If you check this feature, all users in the group cannot see your customer's contact number. For example, when the Product group activates this feature, their customer contact numbers become hidden as shown below. | |
Click this icon to edit the group name. | |
This icon indicates that the group is locked and that it is not possible to delete it. The reason is, the group still has team members. | |
This icon indicates that the group is possible to delete it. |
This section contains instructions on how to add new groups. This group will later be associated with the user when creating and editing user data. All of these actions are restricted to users with Administrator privileges.
Sometimes, you might need to edit a group name. It might be because another division or group has replaced or changed the group in your division or company.
You can attach the form in chat or add a customer case to the ticket. To be able to do that, you need to assign forms to each group. If the form isn’t assigned to the group, you won’t be able to see the form in the customer case feature or the list of forms when you will attach the form to the customer’s message.
On the group management page, select a group and click the ‘Form‘ icon. Then, you will see a pop-up to assign the form. Select form on the Available Form by clicking the 'plus' button, so the form that has been added will appear in the Group Form column, as shown images below.
In the 3Dolphins application, you must configure channel access for each group. To do this, you will need to assign your group to the relevant LOB. If the group is not assigned to the LOB, then the group can only access channels that are unspecific LOB (accessible to all LOBs).
On the group page, select a group and click the 'LOB' icon. Then, you will see a pop-up to assign the LOB. Select LOB on the Available Line of Business by clicking the 'plus' button, so the LOB that has been added will appear in the Group Line of Business column, as shown images below.
On the group page, you can see the number of team members of each group and see who the users are assigned to the group. To see a list of team members, select a group and click the 'Team' icon, as shown below.
Groups allow system administrators to apply certain permissions or access to groups of users. It is sometimes necessary to remove a group from a system when it is no longer needed. Before a group can be removed, any users assigned to the group should be reassigned to another group. Because if the group you want to remove still has team members, the group will be locked and you will do not allow to remove the group.
On the group management page, select the group and click the 'Delete' icon. Then, you will be prompted to confirm the delete request, click 'Yes' to remove the group or you can click 'No' to return to the group’s page.
While the ROOT group does not activate this feature, they can still view the customer's contact number.
In the upper right corner, click the '+New Group' button. Type the name of the group to be created and click the 'save' button ( ). Then, the new group will be displayed on the group tab on the user management page, as shown below.
Select a group from the list on the group page, click the 'Edit' button. Update group name as needed and then click the 'save' button ( ). After clicking the save button, the name of the group will change according to the keywords entered.
