Adding users to Klaus and dividing them into workspaces is essential for organizing how your teams operate and setting them up for success in their role in improving your support quality.
However, many teams often require more than that to match their team structure, processes, and reporting needs.
We've made it now possible to create dynamic groups to mirror the various layers of your organizational structure in Klaus more easily.
What’s more, you can now use these groups to dig deeper into the data on your dashboards and find more meaningful conversations to review. Here's what's new.
All your groups in one place
Previously, user groups could be set up and managed only on Klaus’ dashboards.
We’ve now centralized group management, bringing it all together under one dynamic roof in your Users & workspaces settings.
Whether you’d like to group users based on your organizational structure, skill sets, or any other criteria, you can now do it in one dedicated space.
Moving forward, only admins, account and workspace managers will be able to create and manage groups.
Additionally, when setting up new groups, you can also select a group leader for it. Currently, this has no additional functionality just yet nor is it available for SCIM users.
With new dynamic groups introduced to Klaus, all previously created dashboard user groups are no longer available for use.
However, these groups are now gathered under the archived groups tab and users with relevant permissions can easily reactivate or delete unused ones.
Hide SCIM user groups from Klaus
If you’re managing your Klaus users through a SCIM connection, you can now determine whether the group in question is visible and usable across Klaus or simply there for managing workspace permissions. Click on the ‘Only manage workspace permissions’ checkbox to hide the group.
Use groups across Klaus
While setting up specific user groups in the dashboard filter settings is no longer available and these legacy groups have been archived, you can take advantage of the new dynamic groups on your dashboards instead.
In addition to comparing workspaces, select specific groups to dig deeper into how your teams compare against each other or the organization as a whole.
Groups filter is available on the Overview, CSAT, Categories, and Disputes dashboards.
Additionally, use groups in your conversations list filter to find more insightful conversations to review.
Stay tuned, you'll be able to use groups in more places in Klaus soon!