Groups

Heedify Groups organize agents under supervisors within an Entity, controlling which agents a supervisor sees in the Realtime Dashboard, analytics and recording playback. Groups are integrated with Microsoft Teams and Microsoft 365 identity — every agent is a Microsoft Teams user added to the group.

Creating a group

  1. Open Groups from the sidebar.
  2. Click + Add New Group.
  3. Fill in the form:
    • Group name — display name (required).
    • Entity — the entity this group belongs to (required).
    • Agent list — click the + button to search Microsoft 365 users and add them as agents. For each agent, tick the Supervisor checkbox to designate them as a supervisor of the group.
  4. Click Add.

Heedify group creation form showing the group name, Entity selector, agent search and Supervisor checkbox column

Fields

Field Description
Group name Display name of the group (required).
Entity The entity this group belongs to (required). Changing the entity resets the agent list.
Agents One or more Microsoft 365 users added as agents of the group.
Supervisor Per-agent checkbox in the agent list. Marks the agent as a supervisor of this group.

Supervision

Supervision is set per agent inside the group: tick the Supervisor checkbox on the agent’s row to designate them as a supervisor of the group. A supervisor sees the group, its agents and their live calls in the Realtime Dashboard and can perform supervision actions (e.g. listen, whisper) where allowed by their licence.

There is no group-level supervision mode — the supervision behaviour is the same for every group.

Editing and deleting

  • Edit — click the pencil icon on the group’s row. You can rename the group, change the entity, and add or remove agents (and change their supervisor flag).
  • Delete — click the trash icon on the group’s row and confirm in the dialog.

Edit and delete buttons are disabled for groups where you do not have update / delete permission on the Group module in the group’s entity.

Managing agents in a group

  • Changing the entity on a group clears the agent list — you need to pick agents that exist in the new entity.
  • An agent can belong to multiple groups.
  • Removing an agent from a group does not remove them from the entity.

FAQ

What does Group supervision actually control?

A Supervisor flagged on a Group sees the group, its agents and their live calls in the Heedify Realtime Dashboard, and can perform listen / whisper actions where the agent licence allows it. The group also filters analytics and recording views.

Can a Heedify agent be in multiple Groups?

Yes. An agent can belong to several Groups inside the same Entity. Live supervision will surface the agent in every Group a supervisor watches.

Does changing the Entity on a Group keep its agents?

No. Changing the Entity resets the agent list because agents are scoped to one Entity. You must re-pick agents that exist in the new Entity.

What if I delete a Group?

Deleting a Group removes the supervision link only. The underlying agents and their Entity membership are untouched — they simply no longer appear under that group in supervision views.

Works with: Microsoft Teams, Microsoft 365, Entities, Heedify Realtime Dashboard, Heedify Analytics, Heedify Recording.