How to Use Member Groups

• The Member Group feature is used to organize members into groups, similar to an organizational structure.
• The Agent Group can be compared to a business structure.
• A Member Group Leader (even if their role is Agent) can view the data of members in their group in Conversation Analysis, Agent Monitoring, and Agent Statistics.

I. Member Group Configuration

1. Add Group: You can optionally assign a Group Leader.

   • If the group leader is not already in the group, they will be added automatically.

2. Edit Group: You can edit the group name and group leader.

3. Delete Group: Only empty member groups can be deleted.

II. Bulk Operations

1. Bulk Edit

2. Bulk Remove

3. Result: Shows the total number of selected items (X), number of successful operations (X), and number of failed operations (X).

III. Conversation Analysis

• A Member Group Leader (even if their role is Agent) can view the conversation data of members within their group in Conversation Analysis.

IV. Agent Monitoring

• Member Group Leaders and Agent Group Leaders (even if their role is Agent) can view the data of members in their group within Agent Monitoring.

V. Agent Statistics

• Member Group Leaders and Agent Group Leaders (even if their role is Agent) can view the data of members in their group within Agent Statistics.