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Account Management > Managing Groups

Managing Groups

Groups define how your organization is structured within FiveLumens. Each Group represents a distinct part of your business such as a department, affiliate, or location. Groups allow you to separate users, teams, and reporting based on your operational setup. This structure helps maintain clear visibility, organized management, and accurate reporting across your organization.

Each Group functions as an independent area within your FiveLumens account. A Group can contain its own set of administrators, including Group Admins, Team Leaders, Team Admins, Quality Analysts, and Trainers, as well as its own Agents. This structure allows each Group to operate with its own permissions, users, and performance data while remaining connected to the overall account.

Coaching Forms, Scorecards, and Trainings are all assigned at the Group level. Because of this, Groups serve as the foundation for how evaluations, coaching, and learning are organized and delivered throughout your organization.

Creating a Group

To create a new Group, go to Organization in the left navigation menu and select the Groups dropdown. In the upper right corner, click + Add Group.

A modal will appear with three required fields:

  • Name: The name of the Group.
  • Description: A short summary to identify the Group’s purpose or function.
  • Nested Under: The parent Group this new Group will belong to, if applicable.

Once you have entered the information, click Create. The new Group will appear in your list, and you can begin assigning users to it.

Understanding “Nested Under”

The Nested Under field allows you to create a hierarchy of Groups based on your organization’s structure. This feature was designed especially for Business Process Outsourcers (BPOs) or organizations that manage multiple clients or business lines within one account.

For example, a BPO may have 40 clients, so they would create 40 separate Groups. If one client has three main lines of business—Customer Support, Retention, and Sales—each can be created as a sub-Group “nested under” that client. Each account manager for the client would then have access only to their assigned department while still remaining within the overall client Group.

It’s important to note that Groups are used to define roles and permissions for admins, while Teams are used to manage team members and agents.

Editing a Group

To edit an existing Group, go to the Groups list and click the action icon at the end of the Group’s row. Select Edit from the menu.

This will open the Group settings modal, where you can update the name, description, or nested under fields.

After making your changes, click Save to apply the updates.

Deleting a Group

To delete a Group, click the action icon at the end of the Group’s row and select Delete.

If there are users, other than admins, assigned to the Group, you will not be able to delete it. An error modal will appear notifying you that the Group cannot be deleted until all non-admin users have been removed.

If there are no users, other than admins, assigned to the Group, a confirmation modal will appear asking you to verify the deletion. Once confirmed, the Group will be permanently removed.

Be cautious when deleting Groups, as this action cannot be undone.

Groups form the foundation of your organization within FiveLumens. By structuring your account with Groups, you can align users, permissions, and reporting with your operational setup. Because Coaching Forms, Scorecards, and Trainings are all assigned at the Group level, maintaining an accurate Group structure ensures evaluations, coaching, and learning are delivered correctly across your teams. Taking time to build and manage Groups thoughtfully creates clarity, control, and efficiency throughout your organization.