What Agent Status Viewable Groups controls on the agent screen

Agent Status Viewable Groups is a user-group setting that decides which colleagues an agent can see and transfer calls to from the agent screen. Because a user group is the admin entity that bundles agents, this one setting shapes the live floor view for everyone in the group at once. It is the difference between an agent seeing only their own team and seeing the entire system.

What it controls

On the Modify User Group screen this is a selectable list of other user groups and user functions. Whatever you select becomes the set of people whose Status (lead status) appears in the agent's sidebar, and the set of people an Agent can transfer a live call to. It governs two related things at once: visibility and transfer targets.

The special options

Three built-in choices change the scope dramatically:

• ALL-GROUPS lets members see and transfer to any user on the whole system.
• CAMPAIGN-AGENTS limits the view to users in whatever Campaign the agent is currently logged into.
• NOT-LOGGED-IN-AGENTS also shows users who are not currently logged in, so the sidebar lists the full roster rather than just the active floor.

How the sidebar is built

flowchart TD
  A[Agent screen loads] --> B[Read viewable groups setting]
  B --> C{Which scope}
  C -->|ALL-GROUPS| D[Show every user]
  C -->|CAMPAIGN-AGENTS| E[Show current campaign users]
  C -->|specific groups| F[Show selected groups only]
  D --> G[Build sidebar and transfer list]
  E --> G
  F --> G

Why scope it carefully

On a single-team box, ALL-GROUPS is harmless and convenient. On a multi-client box it is a leak: agents for one client should not see another client's roster or be able to transfer calls into their team. Scoping to specific groups, or to CAMPAIGN-AGENTS, keeps each team contained. This pairs directly with Allowed Campaigns, which controls where an agent logs in; together they define what a team can reach.

Two related settings sit nearby. Agent Status View Time adds how long each colleague has been in their current state, useful for spotting someone stuck in Not ready. A separate Agent Allowed Chat Groups list works the same way but for the internal chat feature rather than transfers, so you can let agents see a team without letting them message it, or the reverse.

Tuning it for transfers

If your fronters hand calls to a Closer team, that closer group must appear in the fronter group's viewable list or the transfer simply will not be possible. The most common transfer complaint, a colleague missing from the dropdown, traces straight back to this setting. For the login-scoping companion, read how Allowed Campaigns scopes agent logins.

A practical way to set this is to start narrow and widen only when there is a reason. Default each group to seeing just itself, then add the specific other groups that team genuinely transfers to. So a sales group might be able to view its own members plus a closers group, but nothing else. This keeps the sidebar short and readable, which matters during a busy shift, and it prevents accidental cross-team transfers.

Remember that this is a two-way relationship to plan, not a one-way one. If sales should transfer to closers, the closers group does not automatically gain visibility back into sales. If you want closers to be able to bounce a call back, you have to add the sales group to the closers group's viewable list as well. Mapping these relationships out before you configure them saves a round of confused agents.

Who appears in the sidebar also depends on each agent's own setup, so it is worth reviewing how to modify a VICIdial user alongside this. For the complete picture of how these group settings combine, see the users and groups guide. And if you would rather run a managed dialer that is ready in under 40 seconds, check our pricing page.