This article will walk through how to use the "bulk action" features on the User Roles > Agent Groups page.

The bulk actions available for Agent Groups are:

  • bulk add agents to existing Agent Groups

  • bulk create new Agent Groups

  • bulk remove agents from existing Agent Groups

If you are a Zendesk user, check out this article to see how you also automatically import your user groups from Zendesk to MaestroQA.


What do I need to use this feature?

1. Create a CSV file

You'll need to create a CSV with one column containing agent identifiers (i.e. agent ids or emails) and one or more columns containing group names. The columns for group names must have a column title of "group" or "group_name".

In this example table, we are adding agents from the agent id column to the groups listed in the columns labeled group.

If Agent IDs aren't available, you can use agent emails instead, but this will not be as accurate.

Quick tip: using this CSV file, you can also mass set agents to available. from the Agents tab using the option shown below at the bottom of the page.

make agents available

2. Upload the CSV

Use the "Upload Groups" button on the User Roles > Agent Groups page to upload the CSV.

3. Select the identifier column

When the CSV is uploaded, the first few rows will be displayed - use these to select the column that contains agent identifiers (i.e. the agent email or agent id).

agent id groups

In the example above, we have selected the Agent Email column to use Agent Emails as the agent identifier.

Note: Using Agent IDs as the agent identifier will always be more accurate than using agent email.


What do these buttons/options mean?

button options
  1. Create # new groups with # total agents:
    If your CSV contains group names that don't match any existing groups in your account, this will create groups with those names. Whichever agents were paired with those groups in your CSV will become members of the new groups.

  2. Update # existing groups to the set of # agents:
    This will overwrite the members of existing agent groups with whichever agents are paired with those groups in your CSV.

  3. Add # total agents to # existing groups:
    This will add agents as members of existing agent groups based on the agents that are paired with those groups in your CSV.

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