---
title: "User Groups"
canonical: "https://help.telegra.de/space/MCCE/9561348866667/User%20Groups"
format: markdown
---
Administrators can define groups of agents (e.g. employees or departments with specific skills) to handle incoming calls, mails or chats.

To configure agent groups, administrators must have the permission ***Groups: Modify***.

---

## Create a group

- Click **Staff → User Groups** in the menu bar. A list of currently defined groups is displayed.
- Click **Add**. The New Group page is displayed.
- Enter the **name** of the group (up to 100 characters). All Unicode characters are allowed, including spaces and letters with accents.
- Enter a short **description** for the group (up to 250 characters).
- Expand the user list and specify the agents that belong to the group by checking the corresponding checkboxes in front of the available users. For example, the group can include people with a certain skill, such as members of a certain team. Each agent can be assigned to more than one group.
- Set the skill level of the user within the group by clicking on the corresponding star. For each group, the skill level of a user within that group can be rated on a scale from 1 star (lowest value) to 5 stars (highest value). When a call reaches the top of the queue and agents are available, the call, mail, or chat is routed to the available agent with the highest skill level. If there are no agents available in the skill group, the call, mail or chat is routed to the next highest priority group.


- Expand the** External destination list** and specify the external destinations that the group can use for call forwarding by checking the corresponding checkboxes. Each external destination can be assigned to more than one group.
- To specify that agents in this group are automatically available to handle calls after logging in, check the **Set agent to available automatically after login** checkbox. If this check box is not selected, each agent in this group must set its status to Available after logging in to its agent portal.

> ⚠️ This is a global setting per agent. That is, if an agent belongs to several groups and the parameter **Set agent to available automatically after login** is set for only one of these groups, this setting applies to all groups of the agent (i.e. the agent is immediately available for all groups it belongs to).

- Click **Add**.
- Define how agents in the group can receive calls by clicking on the **Agent Contact** tab.

### More articles on user groups:

> Macro (children)