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Workgroups

The Workgroups Management feature in GridStudio allows businesses to organize users into specific groups based on their roles or responsibilities. This helps in structuring the team efficiently and enables better management and assignment of tasks or sessions to the appropriate groups.

Accessing Workgroups Management​

  1. Navigate to the Settings section from the sidebar.
  2. Click on Team under the Settings menu.
  3. Select the Workgroups tab.
Workgroup

Adding a New Workgroup​

  1. Click the + Create button on the right-hand side.
  2. A new drawer will appear allowing you to enter the workgroup's details.
Create Workgroup

  1. Fill in the Name field with the name of the workgroup.
  2. Click Save to add the new workgroup.

Updating an Existing Workgroup​

  1. Click the edit icon to open the workgroup's details in a drawer.
Workgroup Edit
  1. Update the Name field with the new name for the workgroup.
  2. Click Save to apply the changes.

Managing Workgroups​

  • Edit: To edit a workgroup's name or settings, click the edit icon next to the workgroup's name. Make your changes and click Save.
  • Delete: To remove a workgroup, click the trash icon next to its name and confirm the deletion when prompted.
  • Manage Users: Click the users icon next to a workgroup to manage the users within it. From here, you can:
    • Add or remove users from the workgroup
    • Delete a user from the workgroup
    • Assign supervisor status to a user within the group

Assigning Users to Workgroups​

  1. Click the users icon next to the workgroup name to open the user management panel.
  2. Click the Add button to see the list of available users.
  • Workgroup Add User Select

    Workgroup Add User Select

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  1. Use the Select button next to each user's name to add or remove them from the workgroup, ensuring it has the appropriate members.

Best Practices​

  • Clear Naming: Use clear and descriptive names for workgroups to easily identify their purpose and members.
  • Regular Updates: Regularly review and update workgroup memberships to reflect changes in team structure or responsibilities.
  • Effective Assignment: Utilize workgroups for efficient assignment and management of tasks or sessions, ensuring the right team members are handling the appropriate interactions.
  • Session Routing: For optimal efficiency, sessions can be manually routed to specific workgroups based on the nature of the inquiry or task. Additionally, businesses can automate session routing by configuring rules that assign sessions to the appropriate workgroups automatically. This helps in ensuring that inquiries are handled by the most relevant team members, reducing response times and improving customer satisfaction.

Learn how to automate your session routing with using flows.

By utilizing the Workgroups Management feature, businesses can efficiently organize their agents into structured groups, enabling better management and assignment of tasks or sessions, leading to improved operational efficiency on the GridStudio platform.