Groups
Groups let you organize members by function, location, skill level, or any other category that helps you analyze performance. When you assign members to a group, you can filter interactions, evaluations, and reports by that group to see aggregated metrics.
This is useful for comparing performance across teams, identifying training needs for specific groups, or tracking metrics for departments with different responsibilities.
Creating groups
Section titled “Creating groups”Navigate to Settings > Groups and click New Group. Enter a name that describes the group, such as “Tier 1 Support” or “East Coast Sales.” The group is created immediately and you can begin adding members.
Managing members
Section titled “Managing members”Groups contain members from your organization. Each member can belong to multiple groups, allowing you to organize people by different dimensions simultaneously. For example, an agent might be in both the “Technical Support” group and the “West Coast” group.
To add members to a group, open the group settings and click Add Member. Select from available members in your organization. Members are added immediately and their interactions will be associated with this group for filtering and reporting.
To remove a member, open the group and find the member in the list. Removal takes effect immediately. The member’s historical interactions remain associated with the group for past reporting, but they will no longer appear in future group-based filters.
Archiving groups
Section titled “Archiving groups”When a group is no longer needed, you can archive it. Archived groups remain in your data for historical reporting but cannot be modified. Members cannot be added or removed from archived groups.
To archive a group, open its settings and select archive from the actions menu. You can view archived groups by changing the filter on the groups list page. If needed, you can reactivate an archived group to make it editable again.
Archiving is preferred over deletion because it preserves historical data. If you delete a group entirely, you lose the ability to filter past interactions by that group.
Using groups for filtering
Section titled “Using groups for filtering”Once you have created groups and assigned members, those groups become available throughout Happitu as filters.
In Explore, you can filter interactions to show only those handled by members of specific groups. This lets you analyze conversation patterns, quality scores, or customer sentiment for particular teams.
On dashboards and reports, group filters let you compare metrics across different teams. You might look at average quality scores for your Tier 1 versus Tier 2 support groups, or compare handle times between your sales and support departments.