Add, view, and edit teams

Teams are a flexible way to organize any number of users. Example uses for teams include:

• Groups of users who are skilled for a particular function.

• A team leader and their team members.

• Users in a certain Location.

• User grouped by the shift timing.

A team organizes groups of users. You can use teams to assign users to call or chat queues, to control (in conjunction with custom roles and permissions ) the types of data that users can access, and for reporting. You can designate a team manager who can control data access for team members.

• Used to organize a list of users.

• Users can be assigned to multiple teams.

• Team managers will have access to monitoring information of the agents on their team and any sub-teams.

• Agents in the sub-team of a top-level team will be assigned to any queues that the top-level team is assigned to.

  For example, if the top-level team is Support, and the sub-team is L1, and Support is assigned to a queue, L1 will also be assigned and will be offered calls from that queue

• When using teams to assign agents to a queue, a team manager with an agent role can be assigned to a queue.

Configuration

The following sections describe how to add and configure teams.

Add a new team

1. In the CCAI Platform portal, go to Settings > Users & teams.

2. Click Add a team.

3. Enter a team name. The team name cannot contain colons ":".

4. Click Add.

View existing users and teams

The user list for any selected team will only display the list of users directly assigned to that team or sub-team. To avoid confusion and not show an agent or user assigned to a sub-team multiple times in any higher-level teams, users only show in the team they are directly assigned to.

Example:

• Top-level team A (450 users) - all 450 agents are assigned to sub-teams, none are directly assigned to team A - user list will show: 0 users

  • Team A-1 (200 users) - user list will show: 200 users

  • Team A-2 (150 users) - user list will show: 150 users

  • Team A-3 (100 users) - user list will show: 0 users

  • Team A-3.1 (90 users) - user list will show: 90 users

  • Team A-3.2 (10 users) - user list will show: 10 users

Edit a team name or team members

1. Click the pencil icon for the team that you want to edit.

   OR

2. Edit the team members in the window on the right.

Edit team structure

1. In the CCAI Platform portal, go to Settings > Users & teams.

2. Click the pencil icon next to Teams.

3. Use the key on the left for instructions on how to edit, reorder, and reorganize.

   

4. Click Donewhen your changes are complete.

Add team managers and team members

A team manager that is assigned the manager role can see monitoring data in the dashboards and agent pages. A team manager that is assigned the agent role can be assigned to a queue.

More information about user roles can be found in the default roles documentation section.

1. From users & teams, click the team name (in the following example, the chosen team is highlighted).

   

2. Click Add team managersin the Managersection, then select users from the available list.

   Tip: Add users as team managers before adding as a team member. Once the user is added as a team member, they will need to be removed to be added as a team manager.

3. Click Add agentsto select agents from the list of available users who have been assigned agent permissions.

4. Remove a team member or manager by clicking the Xadjacent to the user's name.

Add team members from a user list

1. From users & teams, click one of the user lists, for example all users, agents, managers, or admins.

2. Select the checkbox next to the users you would like to add to the team.

3. Click Add to a team.

   

4. Select the team(s) by marking the checkbox next to the team name.

   

5. Click Add.

Team priority when an agent belongs to multiple teams

If an agent belongs to multiple teams, there's a hierarchy of priority that determines which team's settings apply to the agent. Here's the hierarchy:

1. Top-level team order. The highest top-level team in the list of teams has the highest priority. Priority falls as you descend the top-level team list.

2. Sub-level team order. The highest sub-level team in a list within a top-level team has the highest priority. Priority falls as you descend the sub-level team list.

Sub-team settings take precedence over top-level team settings.

Example

The following example illustrates this priority hierarchy:

Team structure:

• Team A

  • Team A1

  • Team A2

• Team B

  • Team B1

  • Team B2

• Team C

  • Team C1

If an agent belongs to team A, team A1, team A2, team B, and team C1, the settings of team A1 apply to the agent.