Admins can add new Teams as well as edit settings for existing Teams in the system.
To add and manage Teams, hover over the Configuration icon from the Navigation bar and click on Agents, Teams and Queues and then click on the Teams tab.
The Teams tab will give you an overview of all Teams you have created. Click Add Team and select the desired level of user you would like to create. The user level can be changed after the agent has been created.
When selecting Add Team you will see the following pop-up:
- Team Name: Here you can give an appropriate name to the Team you would like to create.
- Team Members: This will give you a full list of your Agents with a tick box on the left hand side of the name. Here you can tick the box to add that Agent to the Team you are creating. You can search for the following agent or supervisors by typing their names in the search bar.
- Team Supervisors: This will give you a full list of your Supervisors with a tick box on the left hand side of the name. Here you can tick the box to add that Supervisor to the Team you are creating. It also gives you the option to Search for a specific Supervisor.
The Supervisors assigned to the Team will be able to see the Team members and their associated Queues within Reports. Just because an agent is a supervisor of a team does not mean they are treated as a normal agent. If the supervisor is to join in they will also need to be ticked as a Team Member.
See Manage Teams for more options concerning teams.