Teams

Overview

A Team is a group of Agents and Users that perform similar functions, e.g. work on the same campaign, and can be assigned to the same Team. A Team can be Public or Private. By default, any new Team created is Public until such time as the User changes its permission.

Public teams are visible to everyone.

Private Teams are only visible to Users and Agents in that team.

Where to find the Teams module

• Open the Workspace and go to the Administration menu.

• Select Teams. The list of Teams is displayed. 

1. Add or Edit a Team 

This feature is used to create and configure a new Team or to edit existing ones.

1. Open the Workspace.

2. Select Teams from the Administration menu

   1. To create a new Team,

      1. click the Create new team button 

      2. Enter the Team Name and select if the Team is to be made public or private

      3. Click Save and assign to move to the Assignments page

   2. To edit an existing Team, click the Options icon to the right of the record which the mouse is hovered over it,

      1. Click Edit name to change the name or visibility setting

      2. Click Assignments to edit the Users, Agents, Campaign or Pause Reasons assigned to the Team

2. Team Assignments

This feature is used to assign users, agents, campaigns, and pause reasons to a Team. When creating a new Team this will be displayed after creating the Team. To edit an existing Team assignment, click the Options icon to the right of the record in the list.

View and Make Team Assignments

To view and make assignments to a Team, select whether it is a User, Agent, Campaign, or Pause Reason from the tabs at the top and select the Unassigned button to show anything not assigned to that Team. Hover over the record in the list to assign and the Assign icon will appear. Once assigned, a notification will appear to confirm it was successful.

View and Remove Team Assignments

To view and remove assignments to a Team, select whether it is a User, Agent, Campaign, or Pause Reason from the tabs at the top and select the Assigned button to show anything assigned to that Team. Hover over the record in the list to unassign and the Remove icon will appear. Once unassigned, a notification will appear to confirm it was successful.

3. How Teams Assignment Alters Visibility in the Workspace

Visibility of Teams

Public Teams are visible to all Workspace users. Regardless of whether a User is assign to a Public Team, Public Teams will be selectable by Users in:

• Campaigns > Configuration > General Settings

• Pause Reasons > Teams

• Administration > Agents

• Administration > Users

Private Teams however are only visible to users that are members of that Team. Therefore only private teams that the User is a member of will appear as options in the above listed modules.

Visibility of Assets

The following Assets will appear for a User in the respective Workspace Modules provided the Assets are assigned to a Public Team or a Private Team the User is a member of.

• Campaigns in Campaign > Configuration

• Interaction & Callback records in the respective Management Modules

• Agents in Administration> Agents

• Users in Administration > Users

• Pause Reasons in Resources > Pause Reasons

Exception to Visibility

Users that have access to the Teams Module in the Workspace, under Administration > Teams, will have visibility of ALL teams, ALL agents, ALL pause reasons and ALL users within this module regardless of private or public status.