Agent User Groups for Text Monitoring for Home Office

Admins can now use Agent User Groups to target Agent Rules to specific groups of users. By defining Agent User Groups, organizations can easily separate rules across distinct functional groups (for example, Market Access versus Field Sales) and business units. This allows admins to differentiate the rules according to which apply to each group, which allows for more targeted monitoring and can aid in reducing token usage.

Who can use this feature?

Configuring Agent Groups for

To configure this feature:

  1. Ensure Configuring Agentic Text Monitoring for Home Office is complete.

  2. Navigate to Admin > Users & Groups > Permission Sets.

  3. Select the appropriate permission set.
  4. Select Objects.

  5. Grant the following permissions:

    Object

    Object Permission

    Object Types

    Fields

    Field Permission

    agent_rule__v

    At least RE

    text_monitoring_rule__v
    • applicable_agent_user_groups__v

    Edit

    monitored_text__v

    At least R

    agent_monitored_text__v
    • agent_user_group__v

    Read

    user__sys

    At least RE

    n/a
    • agent_user_group__v

    Edit

  6. Navigate to Admin > Configuration > Objects > agent_rule__v > Layouts.

  7. Place the applicable_agent_user_groups__v field on agent_rule__v layouts assigned to the Text Monitoring Agent Rule object type.

  8. Navigate to Admin > Configuration > Objects > user__sys > Layouts.

  9. Place the agent_user_group__v field on the appropriate layouts.

To configure this feature:

  1. Ensure Configuring Agentic Text Monitoring for Home Office is complete.

  2. Navigate to Admin > Users & Groups > Permission Sets.

  3. Select the appropriate permission set.
  4. Select Objects.

  5. Grant the following permissions:

    Object

    Object Permission

    Object Types

    Fields

    Field Permission

    agent_rule__v

    R

    text_monitoring_rule__v
    • applicable_agent_user_groups__v

    Read

    monitored_text__v

    At least R

    agent_monitored_text__v
    • agent_user_group__v

    Read

    user__sys

    At least R

    n/a
    • agent_user_group__v

    Read

  6. Navigate to Admin > Configuration > Objects > monitored_text__v > Layouts.

  7. Place the agent_user_group__v field on monitored_text__v layouts assigned to the Agent Monitored Text object type.

Defining Agent User Groups as

To define an agent user group:

  1. Navigate to Business Admin > Picklists > agent_user_group__v.

  2. Select Create from the Picklist Values section.
  3. Add the appropriate picklist values to the agent_user_group__v picklist. These values define which groups are available for association with Agent Rules.

  4. Navigate to Business Admin > Objects > user__sys.

  5. Populate the agent_user_group__v field on User records to assign each user to the relevant agent user group.

  6. Navigate to Business Admin > Objects > agent_rule__v.

  7. Populate the applicable_agent_user_groups__v field on the appropriate Agent Rules records. This associates the Agent Rule with an Agent User Group, ensuring that this rule only runs if the user is included in the specified Agent User Group.

Viewing Agent Groups as

When users submit a record on an object configured for Agentic Text Monitoring for Home Office, only Agent Rules specified for the user group run.

If an agent group applies to the monitoring instance, it is stamped to the Agent User Group field on the corresponding Monitored Text record. Compliance reviewers can view these values to understand group assignments at the time of record creation.

Related Topics

Agentic Text Monitoring for Home Office Overview

Monitoring Submitted Records