Create a team

A team is a group of people who support a specific group of functions.

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select User Management > Teams.

4

Click Create new team.

5

Enter following details in General settings details:

General settings

Description

Name

Enter a name for the team. Use names that indicate the function of the team, such as Billing or Customer Support.

Description

Enter a description for the team.

Parent Site

Select the site from the drop-down list. You can’t edit the site later.

6

Provide following details in Agent settings details:

Team settings

Description

Team Type

Choose a team type:

  • Capacity Based: You don’t assign any specific number of agents to the team. Use capacity-based teams for voice mailboxes or agent groups that Webex Contact Center doesn't manage.

  • Agent Based: You assign a specific number of agents to the team.

Dial Number (DN)

Enter the dial number where the system distributes the calls for this team. This setting is applicable only for capacity-based teams.

Capacity

Specify the capacity of the team or the number of Agents that can be added to this team. This setting is applicable only for capacity-based teams

Skill profile

(Optional) If your organization's administrator enables Skills-based Routing feature for your enterprise, you can select a skill profiles for this team.

  • As an administrator, you can update the skill profile of agents. These changes apply to all relevant agents without the need for these agents to sign out and sign in again to the Desktop.

  • Only 500 agents can share the same skill profile. You can assign the skill profile to the agent directly or to a team (Select Contact Center > User Management > Skill Profiles). When you add an agent to a team, the agent is assigned the team’s skill profile.

Multimedia profile

(Optional) If your organization's administrator enables multimedia for your enterprise, you can select a multimedia profile for this team. This profile overrides the multimedia profile that you assign to the site of this team.

You can’t assign this profile to a capacity-based team.

Desktop layout

(Optional) For agent-based teams, select a desktop layout from the drop-down list. See, Manage Desktop Layout article to know how to create a desktop layout.

If you use an unmodified layout for the team, the new layout-based features appear automatically on the Desktop. The Desktop users can see the new layout-based features when they sign in or reload the browser.

Agents

From the drop-down list, select the agents you want to add to the team. You can only assign the agents that your organization's administrator configures for your enterprise while adding users.

You can’t assign this profile to a capacity-based team.

7

In the Queue Ranking section, enable the Rank queues for this team toggle button.

The queue ranking section appears.

  1. Choose the media type tab for which you want to configure the queue ranking such as Telephony, Chat, Email, and Social Channels.

  2. Click Select Queues.

    A pop up appears showing the list of queues available for the selected media type. For example, if you choose Telephony as the media type, the Select telephony queues to rank page appears.

  3. Choose the required queues from the list.

    Optionally, you can use the Search by name and All queues fields to filter your search result by their names and queue direction types such as inbound and outbound.

    You can select up to a maximum of 50 queues across all media types for ranking.

  4. In the Rank column, assign the required rank for each queue.

    You can assign the same rank you multiple queues. Unranked queues appear with the default value as None.

  5. (Optional) In the Queue ranking section, click Select queues to choose any other queues that are not assigned to the current team.

  6. (Optional) Click the delete icon of a queue row to remove that queue from the ranking.

  7. Click Select queues after you rank all selected queues.

  8. Click Save.

8

Click Create.

A message appears that says the team is successfully created.

Edit a team

You can change the team name and other settings. However, you can't change the team type from capacity based to agent based.

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select User Management > Teams.

4

Select a team that you want to edit.

5

Update the editable settings.

6

Click Save.

Activate or deactivate a team

A team is active by default. You may want to activate a team that is deactivated previously. You can activate it again to add agents and associate it to a site.

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select User Management > Teams.

4

Select a team that you want to activate or deactivate.

5

Toggle Activate or Inactive to activate or deactivate the the team.

6

Click Save to save the change.

Delete a team

You can only delete a team if that is in an inactive state.

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select User Management > Teams.

4

Click the team that you want to delete from the list.

5

Click the Delete icon on the top right corner to delete the team.