TABLE OF CONTENTS



Groups

Groups are used to assign CareDesk users into their respective call-type responsibilities. A user can be assigned to one or more groups. Common examples of groups are 

  • Agents
  • Billing
  • Triage Nurses



Adding a Group

  1. Log in to CareDesk using your admin credentials.
  2. Click Groups under Users and Groups.


  3. Click "Add Group."

  4. Fill in the Name and Description.


  5. (Optional) Select the desired notification setting. Hover the tooltip ("i" in blue circle) to see more information regarding each setting.


  6. Click "Add" after verifying everything is correct.



Deleting a Group

  1. Find the group you wish the delete and click "X" at the end of the row.


  2. Click "OK" in the alert pop-up.

Editing a Group


  1. Find the group you wish to edit and click the pen icon before the name.


  2. Click "Update" after making the necessary changes.

Assigning Users to a Group


  1. Click "Users" under Users and Groups.

  2. Find the user you wish to assign to a group and click pen icon before the name.


  3. Click the drop-down button under "Groups."

  4. Click the checkbox of the groups(s) to which this user should be assigned.



  5. Click "Update" after verifying everything is correct. 



Note:
 
1. To forward to a group,  go to the Encounter Forwarding section in the CareDesk page. 

2. Select the group by either typing the name or the percent symbol (%) in the search box (this is referred to as “throwing a wildcard” – it returns all the groups in the list). 

3. Click "Select" next to the group to which you want the encounter forwarded. (OPTIONAL) Add a note in the Forwarding Note box. 

4. Click "Continue". And you’re all set!



Tip: In the CareDesk page, you will see the encounters assigned to your personal queue and to your group(s) by default. 
If you need to see the encounters in another group, click "Other Groups" and select the desired group by clicking the checkbox before its name.