Change an Agent's In-Groups Live From the Real-Time Report

Inbound traffic moves around during a shift. A queue that was quiet at 9 a.m. is buried by noon, and the agent staffing it is sitting on the wrong line. The old fix was to log the agent out, change their in-group selection, and log them back in. That is dead time you do not need to pay for.

VICIdial lets you change an agent's in-groups straight from the Real-time report without making them log out. An in-group (a named inbound queue, sometimes written as an Ingroup) decides which calls land on an agent's screen, and you can reassign it in seconds while the Agent stays on the line waiting for the next call.

Where the control lives

On the Real-Time report, look at the USER column. To the left of the user you want to change there is a small plus sign. Click that plus and a small panel opens for that one agent.

Inside the panel is a list of in-groups. Select one or more by clicking them; hold the Ctrl key while clicking to pick several at once. The selection you make here is what the next field acts on.

Add, Remove, or Change

The next field decides how your selection is applied against the in-groups the agent already has:

• Add only adds the in-groups you picked. Nothing the agent already had is removed.
• Remove only deletes the picked in-groups from the agent's current set. It adds nothing.
• Change replaces the agent's entire current selection with exactly what you picked.

Reach for Add when you are pulling someone onto an overflowing queue without dropping their normal work. Use Change when you are moving an agent fully onto a different desk.

Blended and default options

After the Add/Remove/Change field there is a Blended option. This enables or disables automatic outbound dialing for that agent, if the campaign supports it. With Blended dialing turned on, the same agent handles inbound calls and gets fed outbound calls between them, which keeps idle time down on a slow queue.

The last option sets your selection as the agent's default in-groups when it is set to YES. Use that only when the change should persist across future logins, not for a one-shift reassignment.

How the change flows

flowchart TD
  A[Click + on USER column] --> B[Select one or more in-groups]
  B --> C{Add Remove or Change}
  C -->|Add| D[Append to current set]
  C -->|Remove| E[Delete from current set]
  C -->|Change| F[Replace current set]
  D --> G[Applied live no logout]
  E --> G
  F --> G

The four permissions you need

This is a powerful control, so it is gated behind account permissions. To use it, your own user account must have all four of these settings set to 1:

• View Reports
• API Access
• Change Agent Campaign
• Modify Users

If the plus sign does nothing or the panel never applies your change, check those four flags on your account first. A missing flag is the usual reason the feature looks broken.

For the wider picture of what every column and number on this screen means, read our guide on VICIdial reports explained. If you want to watch the calls while you move agents around, see how to set up live audio monitoring.

Want a VICIdial box where the Real-Time report and live agent controls are already working, with HTTPS and a branded subdomain up in under 40 seconds? See VICIfast pricing.