Mapping Agent Teams

The Agent Team section allows you to map teams by agent and services.

Adding Agent Teams

You can add an agent team and map a business unit to that team. To add an agent team:

1. On the Agent Teams editor, click . The New Agent Team window appears.
2. In the Name field, enter a name for the agent team.
3. In the Description field, enter a description of the agent team. 
4. From the Manager drop-down menu, select the name of the person managing the team within the organization.

5. From the Business Unit drop-down menu, select the business unit that you want to associate with the agent team. 
   

   You can define the business unit from Configure > Services > Business Unit

   

Agent Mapping

The agent mapping allows you to assign agents to an agent team.

1. Click  from the bottom right. You are presented with the New Agent Team window.

   When editing the agent team, double-click on the required agent team row from the Agents Team window. You are presented with the Edit Agent Team window.

   

2. Under Agent Mapping tab, select a team from the Source Team drop-down menu. 
3. Click an agent row from the Source Team to move to the Target Team.
4. Click Assign All to move all the available agents to the Target Team.
5. Click Remove All to move all the assigned agents to the Source Team.
6. Click Save.

Service Mapping 

The service mapping allows you to assign services to an agent team.

1. Click from the bottom right. You are presented with theNew Agent Team window.

   When editing the agent team, double-click on the required agent team row from the Agents Team window. You are presented with the Edit Agent Team window.

   

2. Under the Service Mapping tab, click on the service row from the Available column and transfer them to the Assigned column.

3. Click Assign All to move all the available services to the Assigned.

4. Click Remove All to move all the assigned services to the Available.

5. Click Save.