User Groups
User Groups
User groups let you organize agents by team, department, location, or any structure that fits your business. Groups simplify call routing, make analytics easier to read, and keep management overhead low.
Create a group
- Go to Settings → User Groups.
- Click Create Group.
- Enter a group name (e.g., "West Coast Sales" or "Tier 2 Support").
- Add members by searching for their name or email.
- Click Save Group.
An agent can belong to multiple groups at the same time.
Assign agents to a group
There are two ways to add agents:
- From the group page — Open the group, click Add Members, and select agents.
- From the member profile — Open a team member's profile, scroll to Groups, and select the groups they should join.
Removing an agent from a group works the same way — open the group or the member profile and click the remove icon.
Group-level settings
Each group can have its own configuration for:
- Ring strategy — Simultaneous, round-robin, or least-recently-used.
- Business hours — Define when the group is available to receive calls.
- Voicemail greeting — Upload a group-specific greeting that plays outside business hours.
- Fallback routing — Choose where calls go if no agent in the group is available (another group, a number, or voicemail).
To edit these, open the group and click the Settings tab.
Use groups for call routing
When setting up an IVR menu or inbound call flow, you can route calls directly to a user group instead of an individual agent. JustCall distributes the call across available group members based on the group's ring strategy.
Use groups for analytics
Filter dashboards and reports by group to compare performance across teams. Go to Analytics → Filter → Group and select one or more groups.
Exportable reports also support group-level filtering, so you can generate per-team summaries for stakeholders.
Delete a group
- Open the group from Settings → User Groups.
- Click Delete Group.
- Confirm the action.
Deleting a group does not deactivate any agents — they simply lose that group membership. Update any call flows that referenced the deleted group to avoid routing gaps.