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

1. Go to  Settings → Users & Permissions → Users

2. Open the user configuration panel and navigate to the Groups tab

3. 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.