Create a group

Series: Set up groups

Next suggested step: Edit general information for a group

The following permissions:

To create a group: Directory > Group > Add
To delete a group: Directory > Group > Delete
To edit a group: Directory > Group > Edit
To view groups: Directory > Group > View
To create a skill expression group: Routing > Skillgroup > Add
To delete a skill expression group: Routing > Skillgroup > Delete
To edit a skill expression group: Routing > Skillgroup > Edit
To view a skill expression group: Routing > Skillgroup > View
To view all groups: Directory > PrivateGroup > View
To access the Groups section on the Admin menu: General > Group Administration
To create a group in the Groups section of the Admin menu: General > Group Creation

If you have a non-admin role with Group permissions, see Create groups (non-admins).

Genesys Cloud features two kinds of groups: general groups and skill expression groups.

You can create membership rules for general groups based on profile data like department or skill. To create a membership rule based on profile data, make sure that your users have the appropriate data in their profiles. For more information, see Group membership rules.

To create a general group, do the following:

From the Menu, click People and Permissions > Groups.
Click Admin.
Under Directory, click Groups.
Click the General tab.
Click Add General Group.
In the Name box, type the name as you want it to appear in profiles and search results.
From the Type list, select one of the following:
- Official: The group is work-related.
- Social: The group is not work-related.
From the Visibility list, select who can find the group:
- Public: Anyone can find the group.
- Members Only: Only members of the group can find the group.
- Owners Only: Only the owners of the group can find the group.
  Notes:
  - If you enable the Include Owners setting, newly added owners become individual members of the group. If you disable Include Owners, newly added owners do not become individual members of the group and the Group Visibility setting applies.
  - The Group Visibility setting does not apply to users with the Directory > PrivateGroup > View; these users can view all groups, regardless of visibility setting.

Click Save.

Create a skill expression groupClick to expand

Skill expression groups enable administrators to manage user membership based on skill expressions, which include a skill and a proficiency value. To manage membership based on ACD skills, make sure that your agents have the appropriate ACD skills assigned.

Notes:

Only admins can create skill expression groups.
Unlike general groups, skill expression groups do not have associated chat rooms.
Skill expression groups do not appear in Directory searches.

To create a skill expression group, do the following:

From the Menu, click People and Permissions > Groups.
Click Admin.
Under Directory, click Groups.
Click the Skill Expression tab.
Click Add Skill Expression Group.
In the Name box, type the name of your group.
Optionally, in the Description box, add a description for your group.
Under Division, from the list, select the division for your group.
Notes:
- You cannot remove the division that you initially create the group for.
- For more information about divisions, see Divisions overview
To save your new group, click Save.

Now that you have created your skill expression group, you can build skill expressions and add members.

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