A Manual Custom Reporting Group lets you hand-pick which agents to include. Unlike a SmartGroup (which automatically populates based on conditions), a Manually Defined Group gives you precise control over membership -- agents remain in the group until you change it.
Building a Manual Custom Reporting Group
Navigation Prompt
Go to USER MANAGEMENT > Click Custom Reporting Groups
Click on the + New Group button.
Step 1: Choose group type
You'll be prompted to choose between a SmartGroup and a Manually Defined group. Click on 'Manually defined' and enter a suitable name for your group (3-255 characters).
Click Add to create the group.
Step 2: Select Agents
After creating the group, you'll be taken to the agent selection page.
Browse or search the list of available agents.
Click individual users to select them for the group.
Use the search function to quickly find specific agents.
You can select agents from multiple teams or departments as needed.
Only active users typically appear in the selection list.
Once you've selected all the agents you want, click Save to continue.
Step 3: Assign Reporting Access
Determine who will be able to see this group in their reports.
Search for or browse available users.
Select managers, team leaders, or other users who should have reporting access.
Click Save to continue.
Please note: No users (including administrators) are given access to a group by default. You can give any non-agent user reporting access to this group.
Step 4: Review
On the review page, you can see the agents included in your group and those assigned reporting access. If everything looks correct, your group is ready to use.
Editing a Manual Custom Reporting Group
To change which agents are in the group:
From the Custom Reporting Groups list, find your group.
Click the Actions menu.
Select Edit.
You'll be taken to the same three-step wizard.
Add or remove agents as needed.
Update reporting access if required.
Save your changes.
Deleting a Custom Reporting Group
To permanently remove a custom group:
Click the Actions menu next to the group.
Select Delete.
Confirm the deletion.
Important: Deleting a custom group removes reporting access for all assigned users. Historical reports may still reference the deleted group. This action cannot be undone.
When to use a Manual Group vs. a SmartGroup
Use a Manually Defined Group when:
Membership is specific and doesn't follow a pattern
The group is small (a handful of users)
Membership should remain fixed
The group is for a specific project or temporary purpose
You need precise control over who is included
Use a SmartGroup when:
Membership should update automatically
The group is large
Membership criteria can be expressed as rules
You want to reduce manual maintenance
You cannot convert a Manual Group to a SmartGroup or vice versa. To switch types, create a new group of the desired type and delete the old one.