Group management

Last Updated : Dec 27, 2023 |
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Avaya Experience Platform™ Public Cloud supports groups, which you can use to partition users and data within your contact center.
Account administrators create the groups and add users to it. When you create a user, you can assign them to become a member of a group, or assign them to be a group owner. For example, if you create a group of agents and you want a particular supervisor to manage those agents, assign the supervisor to be the group owner. You can assign multiple owners to one group while creating, adding, or editing a user.
Account administrators also have rights to update and delete hierarchy and groups for their respective accounts. Account administrators of a higher hierarchy level have access to both groups and users or agents of lower hierarchy.
Note:
While assigning groups to users or agents using bulk operations, only account administrators from a higher hierarchy level can assign users or agents to groups belonging to a lower level hierarchy.
Refer to the following table for the group level access within an account:
Who can access
Account Administrator
Location Administrator
Department Administrator
Team Administrator
Account level group
Yes
No
No
No
Location level group
Yes
Yes
No
No
Department level group
Yes
Yes
Yes
No
Team level group
Yes
Yes
Yes
Yes