Teams

From the main menu bar, click Maintenance > Teams. This allows administrators to add or modify teams in the system.

Purpose

Teams

Teams are collections of agents.

Figure 1Teams example

Grouping

Each agent is assigned to a single team and each team is assigned to a single business unit (and thus that agent is assigned to a single business unit as well). Multiple teams can be assigned to a single business unit. Queues are also assigned to a single business unit, and they can be assigned to any number of teams within that business unit if those teams require visibility of that queue.

Groups contain any number of teams, which may either comprise a single business unit or span across multiple business units. For more information on Groups, see Groups.

Figure 2Groups example

Authorizations

If an agent is marked as Eligible for Additional Roles on the Agent Profiles page, that agent can be assigned any role at the team, group, or business unit level (including all business units, allowing them to monitor everyone on the Dashboard). Alternatively, the agent can be authorized as a supervisor for their team so they can manage agent profiles.

Actions

Miscellaneous

Search for existing teams by name using the search field (Figure 3).

By default, only enabled teams are visible on the Teams page. Click Show Hidden Teams to display all teams. Click Hide Hidden Teams to conceal disabled teams again.

Click the Details icon (ellipses) to display a read-only view of settings for the selected team.

Figure 3 Agent Teams page

Create New Team

Click Create to create a new team. Edit the following fields to create a new team:

Team Name

Enter the team’s name.

Disabled?

Select this box to disable the team. To display any hidden teams, click Show Hidden Teams on the Teams page.

Business Unit

Select a business unit to associate with the team. See Business Units for more information on configuring a business unit.

Add Authorizations

Enter the agent’s name and select a role to add to his or her current Authorizations for the team.

Click Save to save the new team.

Figure 4Edit Team Details page

Edit Existing Team

From the Teams page, click the Edit icon (ellipses) to modify an existing team. This will display the Teams page.

When an existing team is modified, the Groups, Queues, and Agents tabs will display.

Assign Groups to Teams

Groups associated with the team can be assigned or un-assigned by clicking the Groups tab (Figure 5).

Figure 5 Groups tab

Click Save to save any modifications to the associated groups.

Assign Queues to Teams

Queues associated with the team can be assigned or un-assigned by clicking the Queues tab (Figure 6).

Figure 6Queues tab

Click Save to save any modifications to the associated queues.

Assign Agents to Teams

Agents associated with the team can be assigned or un-assigned by clicking the Agents tab (Figure 7).

Figure 7 Agents tab

Click Save to save any modifications to the associated agents.