Creating and Managing Work Groups

Work Groups are a way to bundle users into a common group and apply settings to those users. Right

How to Set Up Work Groups

Work Groups allow you to group users together and apply shared settings across the group. Any settings configured at the Work Group level will override individual user settings, helping ensure consistency and simplify management.

Creating a Work Group

To create a new Work Group:

1. Go to app.ytel.com.

2. In the left-hand navigation, click Settings, then Users.

3. Navigate to the Work Group tab.

4. Click + Work Group to add a new group.

Work Group Settings Explained

When creating a new Work Group, you’ll configure the following fields:

• Name
  Enter a unique name for the Work Group. This name is displayed in the webphone and used in call logs.

• Description
  Add an internal-friendly description. This helps administrators understand the purpose of the Work Group.

• Users
  Select from a dropdown list of active users to include in the Work Group. Only users added here will inherit the group settings.

• User Ordering
  Define the order of users within the Work Group. This is especially useful for routing features like sequential call routing, where the order determines the sequence in which users are contacted.

Assigning Assets and Settings to Work Groups

Once a user is placed into a Work Group, you can assign specific assets and settings to that group, which include:

• Voice and Image Assets
  Upload and assign branded voice prompts or user profile images that apply to everyone in the group.

• Dispositions
  Dispositions are assigned at the Work Group level, meaning only users in that group will see the relevant call outcome options on their webphone.

• Call Routing
  You can route calls directly to a Work Group, making it easy to manage call flow based on teams or departments.

By setting up Work Groups, you can manage teams more efficiently, enforce standardized settings, and control call routing behavior with ease.