Organizing your groups effectively will help you get the most out of your Orion subscription. Groups determine who team members can and can’t talk to. So how you choose to set up your groups will dramatically influence your team’s productivity.
In this article, we’ll share some tips for setting up your groups based on how our most successful customers use the Orion Voice Platform. We’ll go over how many groups an organization should have, how to talk to multiple groups at once, and how to utilize advanced settings.
If you don’t have an Orion subscription yet, learn more about the Orion Voice Platform.
What is an Orion group?
A group enables a set of users to communicate with each other. The administrator of the Orion organization creates the groups and adds users in the Orion Command Center.
Most users in your Orion organization can:
- Communicate only with people who are in their group.
- Actively talk in only one group at a time.
- Be a member of multiple groups.
Now, let’s address some of the most common questions about groups.
How does communication work within an Orion group?
Users have two options for speaking to their group. First, they can transmit to the entire group by using the Push-to-Talk button within the app or on their device. This means that everyone will hear what they have to say. Second, a user can also communicate with just one person using direct messaging.
Can managers communicate with multiple groups at once?
Yes! The Orion All Call Workflow allows a user to broadcast to several groups at once. You can also set up multiple workflows to create connections between various groups. Your Customer Success Manager can help you choose workflows for your groups.
Learn how Belle Haven Country Club uses All Call Workflow to reach all team members at once.
What if a manager needs to say something that they don’t want everyone to hear?
For one-on-one communication, use direct messaging. This way a manager can be available to the team in general while keeping a particular discussion private.
Who should be in a group, and how many groups should we use?
Generally, every user should be placed in only one group. This way, there’s no confusion about what group someone should be in at any given time, and there’s no possibility of someone entering the wrong group and becoming unavailable to their teammates.
We recommend creating as few groups as possible. Consider who needs to talk to whom, then set your groups up to reflect the needs of your users. When in doubt, use fewer groups. Your team members value starting their workday quickly, so make it easy for them by keeping groups simple.
The number of groups your team should use generally depends on two things: the number of users you have and the variety of work they do. A large number of users all doing the same task are best placed in one group. A small number of users, even if they are doing different tasks, should also be placed in one group, to facilitate collaboration. For teams with a diversity of roles and a larger number of users, you may need to have more than one group.
Need help? Contact our Customer Success team at firstname.lastname@example.org.
What is the difference between a Basic member of a group, a Leader of a group, and an Admin?
Every Orion user in a group is either a Basic member or a Leader. By default, a Basic member can transmit and receive in the group. A Leader can add or delete group members and change settings for a group. Admins can change settings for a group regardless of whether they’re in the group or not.
My workers need to communicate with a dispatcher/leader but not each other. How would that work?
Orion Talk Permissions give managers another way to manage who their team members speak to. For example, imagine an organization that has agents working in the field and dispatchers working at a central location. For this team, an Admin can set up a group that enables field agents to talk only to dispatchers. In turn, dispatchers use direct messaging to reach the particular agent they need at any given moment. This is an advanced setup typically used by very large organizations. Learn more about Talk Permissions.
I’m ready to create Orion groups! How do I get started?
If you have an Orion subscription and want help with your groups, feel free to contact our Support team at any time by emailing email@example.com or send us a note here.
If you don’t have an Orion subscription yet, talk to our Solutions Team to learn how to get your team started with the Orion Voice Platform. Just email us at firstname.lastname@example.org.