Custom groups

A custom group is a collection of Team Members, grouped for reporting purposes. While similar to traditional group reporting in Medallia Agent Connect, custom groups can include Team Members across teams. You can filter the Stream or dashboards by the custom group to see the performance of the people in that group at once.

For example, you might want to track the performance of all new hires, regardless of their hierarchical teams. You might also create custom groups for Team Members based on location, skill sets, and so on.

Important: The custom groups feature is available by request only, and cannot be used on instances already using reporting groups. If you want to use custom groups on your instance, contact your Agent Connect Client Success Manager.

Creating custom groups

Complete the following steps to create a custom group:

  1. On the Settings screen, click Manage Team.
  2. On the Manage Team screen, click Custom Groups.

    The Custom Groups button on the Manage Team screen

  3. On the Groups tab of the Manage Team screen, click Create Group.
  4. In the side panel, enter a Group Name and a Group Description, and then click Create Group.

    A name and description for a new custom group

  5. Click Add Users, and then search for and select the users to add to the custom group.

    The group is saved automatically as you add or remove users.

    A completed custom group

Managing existing custom groups

Manage any existing custom group on the Groups tab of the Manage Team screen. To open that tab, click Custom Groups.

Click Add or remove users to change the membership of the group. Turn on Include Deactivated above the table to see active and deactivated custom groups in the table. Click the options icon for any custom group to see the options available for managing that group.

Options for managing a custom group

  • Edit group — Click to change the name and description of the group, and to see the users in the group.
  • Duplicate — Click to make a new custom group with the same users and description. You can change the name and description of the new group.
  • Deactivate — Click to deactivate the group, which removes the group from reporting.
    Important: A deactivated group cannot be reactivated. Deactivate a custom group only when you are certain you no longer need the group.

Custom groups in reports

All active custom groups are available in Agent Connect reports. For example, you can filter The Stream to show only responses for the users in one or more specific custom groups.

Filtering The Stream by custom group

Similarly, you can filter the Company Trends dashboard to show data for one or more custom groups.

Filtering the Company Trends Dashboard by custom group