September 08, 2024 | 876 view(s) | 0 people thought this was helpful
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In this article
Create a team
Edit a team
Activate or deactivate a team
Delete a team
Manage teams in Webex Contact Center
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A team is a group of agents associated to a specific site. A team supports a specific group of functions. For example, supporting the Gold customers or managing billing, and so on. Administrators and Supervisors can view the different teams and assign access levels to team members. Moreover, they can rank queues for the teams to prioritize contact routing to specific queues.
Create a team
A team is a group of people who support a specific group of functions.
From the Contact Center navigation pane, select User Management > Teams.
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Click Create new team.
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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.
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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.
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In the Queue Ranking section, enable the Rank queues for this
team toggle button.
The queue ranking section appears.
Choose the media type tab for which you want to configure the queue
ranking such as Telephony, Chat, Email, and
Social Channels.
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.
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.
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.
(Optional) In the Queue ranking section, click Select
queues to choose any other queues that are not assigned to the current
team.
(Optional) Click the delete icon of a queue row to remove that queue
from the ranking.
Click Select queues after you rank all selected queues.
Click Save.
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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.
From the Contact Center navigation pane, select User Management > Teams.
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Select a team that you want to edit.
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Update the editable settings.
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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.
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