Assign Users to the Collaboration Group

Important:

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You can add resources to Collaboration Groups or Helpdesks to control how they participate in chats, conferences, and broadcasts. You can assign individual users or entire buckets or organizational units so that all resources under them automatically become members of the group. This eliminates the need to manually maintain group membership as resources are added or removed.

1. Click Resources on the main menu.
2. To add existing users:
   1. Use the Resource Type or User Type filters and filter the required resources.
   2. Select the check box against the desired resources.
      The number of resources you have selected is displayed in brackets for each group action.
   3. Click Set Collaboration Group.
      If you don't see the Set Collaboration Group option, add it to the Group actions section on the Resources Context layout structure for the selected user type.
   4. On the Set Collaboration Group dialog box, click the Collaboration Group field and select the required Collaboration groups.
   5. On the Set Collaboration Group dialog box, click the Operator Helpdesk field and select the HelpDesk for which you want to make the selected users as operators.
   6. Click Apply.
      The number of resources for which the Collaboration group is being added or that are made as Helpdesk operators is displayed in brackets on the Apply button.
3. To add a new user:
   1. On the Add Resource page, click the Collaboration Group field and select the required Collaboration groups.
      If you don't see the Set Collaboration Group option, add it to the Edit Resource/user Context layout structure for the selected user type.
   2. On the Add Resource page, click the Operator of Helpdesk field and select the required Helpdesks.
   3. Complete the remaining mandatory fields.
   4. Click Submit.
4. To Assign a Bucket or Org Unit:
   Instead of adding users one by one, you can assign an entire bucket or organizational unit (org unit) to a Collaboration Group.
   1. On the Resources page, select the bucket or org unit.
   2. Click Set Collaboration Group.
   3. Choose the Collaboration Groups to associate with the selected bucket or org unit.
   4. Save your changes.
   All users within that structure including mobile workers, dispatchers, supervisors, and admins are automatically added to the Collaboration Group. Membership is dynamic - if users are later added to or removed from the bucket or org unit, the group updates automatically.
5. To View Inherited Groups:
   When you view a resource’s Collaboration Groups, the application shows:

   • Groups that are directly assigned to the user.
   • Groups that are inherited from the user’s parent bucket or org unit.

   Inherited groups are listed separately at the top of the Collaboration Group list so that you can easily distinguish them from direct assignments.

   Note: You can combine both approaches: assign groups directly to individual users, and also assign groups at the bucket or org unit level. Users in this case will belong to both.

   This capability applies only to Collaboration Groups. For Helpdesks, you must continue to assign users individually.