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Organize shops into groups

Segment an organization's shops into named groups so portfolio totals and comparisons can be filtered to one region, brand, or team.

A group is a named bucket of shops inside one organization — a region, a brand, a district, or whatever unit you compare by. Groups exist to segment the All Shops view: once shops are grouped, the portfolio can be filtered to one group, and every shop row shows the group it belongs to. Grouping never changes how a shop routes or answers calls.

Prerequisites

  • The All Shops scope for the organization you want to group. Groups are managed from that scope, so an account with a single accessible shop has nothing to group.
  • The shops you intend to group must be ones your account can access. The picker only ever offers those, so a group can end up holding shops you cannot see if a colleague with wider access added them.

Open the Groups page

  1. Choose an All Shops entry in the header selector.
  2. Select Groups in the left navigation.

The page has the group list on the left — each with its member count, plus an Unassigned bucket — and the selected group’s detail on the right. The header line reports how many of the organization’s accessible shops are assigned.

Create a group

  1. Enter a name in New group name… and select Create, or press Enter.
  2. The new group opens on the right, ready for shops.

A name must be unique within the organization and can be up to 200 characters.

Add and remove shops

  1. Select the group.
  2. Under Add shops, search by name and select Add on each shop.
  3. To take a shop out, select Remove on its row under Shops in this group.

A shop belongs to at most one group. Adding a shop that already sits in another group moves it — the picker labels those candidates with the group they are in today, so the move is deliberate rather than a surprise. Removing a shop leaves it in the Unassigned bucket, where you can send it straight to another group from the Assign to… control.

Rename or delete a group

  1. Select the group.
  2. Edit the name in place. The change is saved when you press Enter or move focus away; Escape restores the previous name, and a blank name is discarded rather than saved.
  3. Select Delete to remove the group. The confirmation names how many phone systems it holds.

Deleting a group never deletes shops. Its members simply become unassigned, and any portfolio filter that pointed at the group falls back to all groups.

Filter the portfolio by a group

On the All Shops dashboard, use the group selector next to the search box. Choosing a group narrows the totals, the shop table, the attention list, and the flagged-call feed to that group’s shops. All groups restores the full scope. Group names are also matched by the portfolio’s search box, so typing a group name filters the table without touching the selector.

Expected result

Each shop shows the group it belongs to on the portfolio table, the group list’s member counts add up to the assigned count in the page header, and filtering the portfolio to a group returns only that group’s shops.

Troubleshooting

  • Creating or renaming reports that the name already exists: Group names are unique within the organization. Pick a different name, or rename the existing group.
  • An assignment reports that the group or shop just changed: Someone changed the same group or shop while your page was open. Reload the page and repeat the assignment.
  • A shop you expect is not in the Add shops list: It is already in this group, belongs to a different organization, belongs to no organization, or is outside your access.
  • Remove appears to do nothing: The shop had already been moved to another group. The removal is scoped to the group you are viewing, so a stale page cannot detach a shop from the group it now belongs to. Reload to see its current group.
  • Group counts and portfolio rows disagree: The portfolio only counts shops your account can access, while a group’s member count includes every member. Ask an administrator whether the missing shops should be shared with your account.
  • The Groups page redirects you to a shop dashboard: You opened it without the All Shops scope. Choose an All Shops entry in the header selector first.