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.
Create a team
A team is a group of people who support a specific group of functions.
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Sign in to Control Hub. |
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Select . |
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From the Contact Center navigation pane, select . |
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Click Create new team. |
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Enter following details in General settings details:
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Provide following details in Agent settings details:
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Click Create. |
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.
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Sign in to Control Hub. |
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Select . |
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From the Contact Center navigation pane, select . |
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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.
1 |
Sign in to Control Hub. |
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Select . |
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From the Contact Center navigation pane, select . |
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Select a team that you want to activate or deactivate. |
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Toggle Activate or Inactive to activate or deactivate the the team. |
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Click Save to save the change. |
Delete a team
You can only delete a team if that is in an inactive state.
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Sign in to Control Hub. |
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Select . |
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From the Contact Center navigation pane, select . |
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Click the team that you want to delete from the list. |
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Click the Delete icon on the top right corner to delete the team. |