An "Auto" Group is a new type of Agent or User Group that updates automatically, without the need for manual updates. This is accomplished by MaestroQA syncing employee attributes and using those attributes to define the membership rules of the group. This means that when an attribute is updated in the data source, the change is synced to MaestroQA and the Agent or User group is automatically updated based on the change!
NOTE: If you'd like to automate agent groups based on agent QA scores, check out this Help Article.
Supported Data Sources
MaestroQA currently supports syncing in employee data from the following data sources through the standard, in-app integrations: Zendesk, Zendesk Chat, Salesforce, Kustomer, Five9, and Agyle Time.
Enabling This Functionality
This feature is limited to clients on the Professional and Enterprise MaestroQA packages. If you're interested in this functionality, please reach out to your CSM to have it enabled.
Considerations Before Enabling
Is your employee data stored in one of the supported data sources listed above?
Is the employee data you have pertinent to your QA program from a permissions, reporting, and/or workflow perspective?
Is the employee data you have accurate and well-maintained? This functionality doesn't support groups that are partially automated and partially manually maintained. In other words, the groups are all or nothing based on the upstream data
If your answer is yes to each of the above questions, here are some common use cases that clients have solved for through this functionality:
Manager/supervisor based groups
Location based groups
BPO partner based groups
LOB based groups
Syncing Employee Attributes into MaestroQA
If you are integrated with a supported data source, here is how to add employee attributes:
Navigate to Settings -> Integrations
Select the appropriate integration
Select Agent Custom Attribute from the Setting dropdown
NOTE: The User Custom Attribute option will bring in attributes for customers in the data source. It does not correspond with Users in MaestroQA. If you're looking to bring in employee data for MaestroQA Users (rather than/in addition to Agents), Agent Custom Attribute is still the appropriate choice
Select the desired attribute
Click Add Agent Custom Attribute
Employee Attribute Sync Timing
MaestroQA syncs with employee data sources hourly. This will impact how quickly new attributes appear and how quickly changes to existing attributes are reflected in MaestroQA.
Viewing Employee Attributes in MaestroQA
Users are able to see employee attributes on both the User Accounts and Agents tabs in Settings -> User Roles. This is done by locating a User or Agent and clicking View User Attributes.
You can also review employee attributes in bulk for Users and Agents by using the Export options in each tab. All employee attributes will be included in the resulting exports.
Creating Auto Agent and User Groups
The workflow for creating Auto User and Agent Groups is the same for both.
Navigate to Settings -> User Roles -> User Groups or Agent Groups
Click Create Group
Enter a name for the group
You cannot rename Auto User and Agent Groups once they are created, so please ensure they have the name you'd like before incorporating them into other parts of the application!
Toggle the group type from Manual to Auto
Select String, True/False, or Number from the Attribute type dropdown
Select the appropriate attribute from the Attribute type dropdown
Select one of the following values the Operator dropdown
When Attribute type = String (NOTE: Use this Attribute Type for Arrays/Lists as well)
Does Not Equal
Contains can be used for three use case:
Check if a String contains a sub string
Example: Email Contains @xyz.com
Check for a single value in an Array/List
Example: Skills Contains Phone
Check for multiple values in an Array/List
Example Skills Contains Phone OR Email OR Chat
In should be used when checking for multiple distinct string values
Example: Location In New York,New Jersey,Texas = Location can be either New York, New Jersey, or Texas
When Attribute type = True/False
Does not Equal
NOTE: The value must either be true or false (CASE SENSITIVE)
When Attribute type = Number
!= (does not equal)
Populate the value of the attribute you're searching on
Click Add to add the employee attribute filter
A group preview will populate each time a new filter is added
Repeat steps 5-9 as needed
Click Save Group
If you have any questions on creating and leveraging these new automated groups, don't hesitate to reach out!
For a visual walkthrough of the product experience, see the below video:
If you're making the transition from manual agent/user groups to auto-maintained versions, below is a configuration checklist to ensure you're using them effectively across MaestroQA:
Build all in-scope groups
Update User and Agent group access
Update saved reports