User Group

A user group is VICIdial’s permission and organizational unit for managing agent and administrator access. Every VICIdial user belongs to a user group, which defines what campaigns they can log into, which admin features they can access, what reports they can view, and what actions they can perform on the agent screen.

How It Works in VICIdial

User groups are configured in the VICIdial admin panel with granular permission controls. Each group defines: allowed campaigns and inbound groups, admin access levels (none, basic, or full), report access, real-time monitoring permissions, recording access, lead modification rights, and dozens of other capability flags.

Agents are assigned to a user group during user creation. When an agent logs in, their user group determines which campaigns appear in their login dropdown, which features are visible on their agent screen, and whether they can perform actions like manual dialing, callback scheduling, or transfer operations.

For multi-client BPO operations, user groups provide client data isolation — agents in one user group cannot see or access leads, recordings, or reports belonging to campaigns restricted to another group. This is critical for maintaining data security across different client accounts.

Why It Matters

User groups are the primary security and access control mechanism in VICIdial. Properly configured groups prevent unauthorized access to sensitive data, limit agent capabilities to what their role requires, and provide administrative hierarchy for multi-tier management structures.

Without well-designed user groups, organizations risk data breaches between client accounts, unauthorized configuration changes, and agents accessing features they should not use. A common best practice is to create separate user groups for agents, team leads, supervisors, and administrators with progressively broader permissions.