Manage Teams

Administrators can use Teams to manage their agents, the queues they are assigned to and the priority of the assignment. Teams also make reporting easier, allowing you to filter reports by specific teams.

To create and manage teams, hover over the Configuration icon from the Navigation bar and click on Agents, Teams and Queues and then select the Teams tab.

A filtering panel on the left side of the page will filter teams by:

  • Queue type - shows all teams that have queues assigned based on the selected type (e.g all teams that have inbound queues assigned).
  • Queue - shows all teams that have the selected queue assigned.
  • Campaign - shows all teams from the selected campaign based on the queues assigned.

Clicking on the Reset button will reset all filters.

Once a team is selected, you are able to do any of the following:

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