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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. Agent Teams are a method of grouping agents who might report to a common manager or work with similar accounts. 

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

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 cannot be configured.

    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.
  1. Click New button from the bottom right. You are presented with the New Agent Team window.
  2. Add Name, Description, Business Unit, and Manager.
  3. Add business unit from the General tab and map the agent team from the Agent Mapping or Service Mapping tabs as required. For more information, see Assigning Business Units to Agent Team, Assigning Agents to Agent Team, and Assigning Services to Agent Team sections on this page.
  4. Click Save.
  1. From the Agent Teams window, select a single agent team by clicking on the Agent team row.
  2. Click the delete button (X). You are presented with the Confirm window.
  3. Click Save. This deactivates the Agent Team.

Create a new agent team and assign a business unit to your team.

You can assign a business unit when creating or editing the agent team. 

To assign a business unit:

  1. Double-click on the required agent team row from the Agents Team window. The Edit Agent Team window appears.
  2. The General tab allows you to assign a business unit to an agent team.
  3. Select a business unit from the Business Unit drop-down menu. 
  4. Select a manager from the Manager drop-down.
  5. Click Save.

You can view and assign agents individually or in bulk from another team to your team.

You can map agent team when creating or editing the agent team. 

To assign agents:

  1. Double-click on the required agent team row from the Agents Team window. You are presented with the Edit Agent Team window.
  2. The Agent Mapping tab allows you to assign agents to an agent team.
  3. Select a team from the Source Team drop-down menu. 
  4. Click an agent row from the Source Team to move to the Target Team.
  5. Click Assign All to move all the available agents to the Target Team.
  6. Click Remove All to move all the assigned agents to the Source Team.
  7. Click Save.

You can view and assign services individually or in bulk to your team.

You can map agent team when creating or editing the agent team. 

To assign services:

  1. Double-click on the required agent team row from the Agents Team window. You are presented with the Edit Agent Team window.
  2. The Service Mapping tab allows you to assign services to an agent team.
  3. Click on the service row from the Available column and transfer them to the Assigned column.
  4. Click Assign All to move all the available services to the Assigned.
  5. Click Remove All to move all the assigned services to the Available.
  6. Click Save.
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