Select and manage groups

A group is a set of users. For example, a group can represent all people in a department, or people with special responsibilities or skills. If you work in a large organization, groups make it easy to filter people and resources.

In Zylinc Attendant Console, Contact Center, Service Center,and Team Center, you can select and manage groups in the Groups overview.

You can view the following types of groups in the Groups overview:

Some organizations don't use all types of groups. Ask your Zylinc administrator if you're in doubt.

  • Public Groups: Groups that your organization has defined. Public groups can't have subgroups. You can't edit public groups.

  • Own Groups: Groups that you can create and edit yourself. Own groups are only visible to you. They can have multiple levels of subgroups.

  • Rooms: Typically your organization's meeting rooms.

  • Resources: Projectors, video conferencing equipment, microphones, chairs, and similar types of resources.

  • Queues: All queues on your system. Primarily useful if you want to view the number of a queue.

  • Custom Users: People you've set up as users. See Add and manage users. 

  • Organization: Groups that your organization has defined. As opposed to public groups, the organization groups can have multiple levels of subgroups. Organization groups are often used to display departments and subdivisions. While a person can belong to several different groups, he or she can only hold one position in the organization. This restriction makes it possible for you to navigate up in the organization, starting from a person. You can't edit organization groups.

  • Hunt Groups: All hunt groups on your system.

To hide or show types of groups, click Sources in the top of the Groups overview.

Some organizations don't use the sources feature. Ask your Zylinc administrator if you're in doubt.

Select a group in the Group overview to view its members in the Time overview. You can only select one group at a time.

When you've selected a group, you can only search between members of that group.

You can always view which group you've selected:

  • The selected group is highlighted in the Groups overview

  • The Time overview's Name column displays the name of the selected group

  • The box above the search field displays the name of the selected group

When you select a group that has subgroups, members of all subgroups are also displayed in the Time overview. This is because members of subgroups are considered equal members of the main group.

To clear your group selection, select Show All in the Groups overview.

Own groups are groups that you can create and edit yourself. Own groups are only visible to you.

With your own groups, you can set up groups that contain exactly the users who are relevant to you. Own groups can have multiple levels of subgroups, so you can also create exactly the structure that you want.

To create your own group:

  1. In the Groups overview, right-click Own Groups, and select Create Own Group.
  2. Right-click the group that you just created, select Rename Group, and give the group a suitable name.
  3. To add users to the group, drag the required users from the Time overview to the group.

If you delete a group, all subgroups in that group are also deleted. You can't restore a group once it has been deleted. You can only delete your own groups.

You can copy a public group (that's a group that your organization has defined, and that you can't edit) to one of your own groups: In the Groups overview, select the public group that you want, and drag it to the required place in your own group structure. Alternatively, right-click the public group, select Add to groups, and select one of your own groups.

You can't rename or add new members to a public group that you've copied to your own groups. If the original public group changes, your copy of the group will automatically reflect the change.