LV23 Pop-Out Help

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This section allows you to manage the agents and services associated with agent teams. Services must be configured to utilize agent team based routing-based routing. Agent Teams are a method of grouping agents who might report to a common manager or work with similar accounts. 

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titleSearch Agent Teams List

You can use the Filter option to search for specific teams. Filter options can include character, numerical, and special characters (_, -, *, so on) values.

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titleAgent Team Attributes

Agent Team section displays the list of agent teams. Each team has a list of agents and services assigned to them. The attributes of an agent team are:

  • ID - The unique, system-assigned number to the Agent Team. This can not cannot be configured.

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    To view the ID of the Agent Team, double-click on the Agent Team row from the Agents Team window.

  • Name: The label assigned to the Agent Team.
  • Description:  The description of the Agent Team. This field is not mandatory.
  • Manager: Name of the person managing a team within the organization.
  • Business Unit: The business unit that you want to associate with the agent team. You can define the business unit from Configure > Services > Business Unit.

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