Understand & Change Primary Groups
Understand & Change Primary Groups
Users in the Squaretalk Platform can belong to multiple groups, but only one group acts as the Primary Group for Call Wrap-Up logic.
The Primary Group is used when:
no Campaign Wrap-Up configuration applies
no Queue Wrap-Up configuration applies
In this case, the system follows the Call Wrap-Up settings configured for the user’s Primary Group.
What the Primary Group Controls
The Primary Group defines:
whether Wrap-Up is enabled
wrap-up duration
timeout status
available disposition statuses
This applies to both inbound calls and outbound calls.
How the Primary Group Is Assigned
The first group assigned to a user automatically becomes the Primary Group.
The Primary Group is marked with a 👑 crown icon and:
displayed first in the assigned groups list
shown first in the Groups column in the Users page
supervision
monitoring
reporting visibility
Step-by-Step: How to Change a Primary Group
Go to Settings → Users & Permissions → Users
Open the user configuration panel and navigate to the Groups tab
Drag and reorder the groups in the Assigned Groups list
The group moved to the top automatically becomes the new Primary Group.
📌 Note: Admin permissions are required to change the users’ primary group.
Group Assignment Limits
To maintain a better organization, cleaner reporting, and improved platform management, you can assign:
Up to 3 groups per agent
Up to 10 groups per manager
Done 🎯
You now understand how Primary Groups work and how they affect Call Wrap-Up behavior in Squaretalk.
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