Performance Groups

Performance Groups allow administrators to group users together who have similar capabilities. Data regarding their calls, contacts and promises are calculated and tracked on an individual user basis and as a whole Performance Group.

The System Management > Groups > Performance Groups page includes all groups in the Lifecycle Management Suite listed in alphabetical order.

The following columns display in the Performance Group page:

Column Name	Description
Name	The name of the Performance Group.
Description	A description of the Performance Group.
Last Modified	Denotes when the last modification was made.
Modified By	Denotes who made the last modification.

The performance information can be tracked on the User Performance dashboard web part.

Performance Group Attributes

All performance groups share common attributes that are defined while creating, copying, or editing a performance group.

General

General attributes are located on the General tab:

Attribute	Description
Name	Provide a name for the Performance Group. This is a required field.
Description	Provide details about the Performance Group.

User Assignment

Navigate to the User Assignment tab. In this tab, assign individual users to be a part of the new Performance Group.

A user can be a part of more than one performance group.

Queues

Performance group are assigned to queues in the Queues tab. Collection statistics, as it pertains to the queues assigned, can be reported on by system administrators.

Assigning a Queue to a performance group removes the queue’s association to any other Performance Group.

Show Creating a Performance Group

Click Create above the list area.
The new Performance Group screen appears.
Navigate through the tabs and update the neccessary attributes.
When finished, click Save or Save and Close to save the Performance Group and return to the Performance Groups page. The new Performance Group populates in the performance group page and can be used in reports and dashboards. Click Cancel to return without saving.

Show Copying a Performance Group

Select a Performance Group to highlight it.
Click Copy.
The Copy Performance Group screen appears. Navigate through the tabs and make any changes.
Click Save or Save and Close to save the Performance Group and return to the Performance Groups page. The new Performance Group populates in the performance group page. Click Cancel to return without saving.

Show Editing a Performance Group

Select a Performance Group to highlight it.
Click Edit.
The Edit Performance Group screen appears. Navigate through the tabs and make any necessary changes.
When finished, click Save or Save and Close to save the Performance Group and return to the Performance Groups page.
Click Cancel to return without saving.

Show Deleting a Performance Group

Click to highlight the Performance Group that is to be deleted.
Click Delete.
A confirmation message appears. Click Yes to delete the Performance Group. Click No to not delete the Performance Group and return to the Performance Groups page.