Teams

Teams typically reflect the organization of your contact center. Agent teams, for example, are organized for convenient real-time management so that when a supervisor logs into his or her desktop application, the supervisor will see only the agents of the team that the supervisor is assigned to manage. Agent teams will also appear in historical reports for team-level performance evaluation. Note that team membership of agents may not have any direct effect on the distribution of specific service interactions to them.

Teams for other contact center personnel are set up for organizational purposes only. For example, you can have teams that reflect main functions of contact center management (e.g., campaign operators, scenario designers, workforce managers). Upon initial solution setup, the default team Administrators is created automatically. You can use this team to register initially all non-agent personnel who need access to the system. Note that team membership of non-agents does not have any effect on their ability to access specific contact center resources and functions. Such ability is defined by roles assigned at the individual user level. (See section Roles for more information.)

Note: Supervisors are assigned at the team level. You may add a supervisor to a team from the Supervisors tab within the team page.

To set up and edit teams, select the Teams option from the User Management side menu.

Search Filters

Click the Filters button to filter users by teams, roles, skills, or any additional properties added via the Manage Filters button.

Manage List Columns

Click the Manage Columns button to modify or rearrange the columns in the users table.

Creating Teams

To create a new team, press the Create Team button in the top right corner of the Teams page.

Clone a Team's Settings

1. Select the desired team from the Teams page.
2. Press Clone in the top right corner.
3. Name the new team in the Name field.
4. Press Create in the bottom right corner.
5. Assign members, supervisors, evaluators, and services to the team as desired.

Team Page

Team information is organized into five tabs shown at the top of each team page: Settings, Members, Supervisors, Evaluators, and Services. Click each tab to view and edit specific fields.

Settings

The Settings tab contains three sections: Properties, Dashboards, and Third-party Content.

Properties

Name

The Name is the team name. This field is mandatory, and the name must be unique within the contact center.

Exit After Call Work

Exit After Call Work allows you to set the maximum time in the After-call Work state for the agents of this team. This setting is optional and is essential for agent teams only.

A pull-down menu displays three options:

• Select System-wide setting to use the timeout defined at the contact center level
• Select Manually to allow the agents of this team to remain in the After-call Work state until they exit this state manually
• Select Automatically, after to set the desired timeout in seconds.

Enter After Call Break

Enter After Call Break enables you to specify whether the agents of this team will be allowed to have any rest time when they finish handling a service call (including After-call Work, if it is defined). This setting is optional and essential for agent teams only.

A pull-down menu displays three options:

• Select System-wide setting to use the contact-center-level setting
• Select Enter Break state to enable the rest time
• Select Do not enter Break state to make agents automatically ready for next call as soon as they finish handling of current service calls.

Exit After Call Break

Exit After Call Break is where you set the maximum time in the Break state after finishing a service call for the agents of this team. This setting is optional and is essential for agent teams only.

A pull-down menu displays three options:

• Select System-wide setting to use the timeout defined at the contact center level
• Select Manually to allow the agents of this team to remain in the Break state until they exit this state manually
• Select Automatically, after to set the desired timeout (in seconds).

Daily Break Time

Daily Break Time is where you set the total daily break time limit per agent in this team. This setting is optional and is essential for agent teams only.

• Select System-wide setting to use the timeout defined at the contact center level
• Select Custom to enter a custom break time limit (in minutes)

Directory Static Entries

Static entries describe names and contacts of people/organizations that are external to your contact center. These entries appear in the directory of the Agent Desktop application. For your convenience, related static entries are arranged in folders.

By default, agents will be able to see All folders. To select specific folders that the agents of this team will be able to see, click Selected folders, then enable the toggle switch next to each static entry folder and team you wish this team's agents to be able to see.

Dashboard

The Dashboard section contains properties that let you configure the content and appearance of metrics for the agents of the given team.

The Agent Desktop application shows agents real-time metrics related to their personal performance, as well as the performance of their teams and services that they deliver. For more information, see section Dashboard of the Agent Guide.

Rotation rate

If an agent handles interactions for several different services/campaigns, metrics related to those services will be displayed for one service at a time. The dashboard will automatically rotate displayed services. Rotation rate defines the frequency with which such rotation will take place. From the pull-down menu, select from the following rates (in seconds): none, 5 sec, 10 sec, 15 sec, or 20 sec.

Metrics

Metrics are the data that will be displayed for members of the given team. To add a metric, click Add Metric and select the desired metric from the drop-down Metric menu. For descriptions of the available metrics, see section Agent Dashboard Metrics.

To help with self-evaluation, current values of an agent personal metrics can be provided with the agent’s current ranking within the team (checkbox Show team ranking), and performance of the closest other agent in ranking (checkbox Show next value).

Newly created dashboard metrics will appear at the end of the list. To change the position of a metric in the dashboard, drag it to the desired new location.

Label

The Label is the metric name as it will be displayed in the Agent Desktop. Due to the limited space allocated for the metrics on the desktop, metric names should be displayed in an abbreviated form.

Show team ranking

Show team ranking is available for personal agents’ metrics only. Select this option if you want the agent’s metric value to be accompanied with their current ranking within the team according to this metric. This can help agents with self-evaluation of their performance.

Show next value

Show next value is available for personal agents’ metrics only. Select this option if you want the agent’s metric value to be accompanied with the value of the same metric for the agent who is directly ahead of this one in the current ranking. (If the agent currently has the top ranking, the value of the next best agent will be displayed.)

Excluded services and campaigns

By default, the metrics you configure will be displayed for all services and campaigns assigned to the given team. If you do not want certain services to be displayed, select the services that should be excluded from the drop-down menu.

Preview for Service

Preview for Service shows you how the dashboard that you have configured will be displayed in the Agent Desktop application.

Note that due to a limited space allocated for the metrics on Agent Desktop, if the given team provides multiple services, metrics related to those services will be displayed for one service at a time.

To see what the dashboard will look like for a specific service, select the desired service from the list. (The difference in the dashboard appearance for different services may be due to service-specific disposition metrics.

Third-party content

Non-call cases URL

This setting can be used to display an external web resource to the agents of this team (for example, a search screen of an external knowledge base). Unlike Web Screen Pop, where a page is displayed with respect to a specific interaction, the web resource specified here will be available to the agent at any via the Agent Desktop Home Screen.

A pull-down menu displays three options:

• Select System-wide setting to display the web page defined at the contact center level
• Select None to display no web pages
• Select Custom to set a web page specific to the agents of this team.

Members

The Members List shows all the members (i.e., users) who are currently assigned to this team. Each team member is listed with the following information displayed: first name, last name, extension number, assigned roles, and assigned training class.

Add Members

Located at the top of the Members tab, the Add Members button allows you to select additional users to add to this team. In the dialog box that pops up, use the search bar or the Advanced Search option to find all desired members, then click Add.

Move to Team

	This will only be possible if you have the rights to manage the services associated with the both teams. Otherwise, you will receive a notification that "The change team action you requested cannot be completed as you lack the rights to manage the team-associated services... "

The Move to Team option allows you to move selected members (users) to a different team. Click the Actions button to the right of a user, or enable the checkboxes next to one or more members from the list to load the bulk operations bar; then, press Move to Team. In the dialog box that pops up, select the team in which the selected users will be placed. Click Move.

Supervisors

Supervisors may be optionally added to manage agent teams. Supervisors assigned to a team will be able to monitor activities of all agents in that team in real time via their desktop applications. Supervisors themselves may or may not be members of the teams that they are assigned to supervise. The system does not impose any restrictions on how many teams one supervisor can be assigned to manage.

Assign Supervisors

To add a supervisor to the team, click Assign Supervisors at the top of the Supervisors tab. In the dialog box that pops up, use the search bar or the Advanced Search option to select one or more supervisors from the list of users that have the supervisor role, then click Add.

Unassign from Team

The Unassign from Team option allows you to unassign supervisors from this team. Click the Actions button to the right of a supervisor, or enable the checkboxes next to one or more supervisors from the list to load the bulk operations bar; then, press Unassign from Team.

Evaluators

Evaluators, a feature of the Omni QM module, allows you to assign users to a team whose main job will be to perform quality evaluations. For more information about Omni QM, contact your service provider.

Assign Evaluators

To add an evaluator to the team, click Assign Evaluators at the top of the Evaluators tab. In the dialog box that pops up, use the search bar or the Advanced Search option to select one or more evaluators from the list of users that have the Quality Evaluator role, then click Add.

Unassign from Team

The Unassign from Team option allows you to unassign evaluators from this team. Click the Actions button to the right of an evaluator, or enable the checkboxes next to one or more evaluators from the list to load the bulk operations bar; then, press Unassign from Team.

Services

This tab allows you to designate the services that are provided by the agents of this team. When you assign a service to a team, supervisors of that team will be able to monitor this service in real time via their desktop applications.

Add Service

1. Click Add Service to assign one or more of the available services to this team.
2. In the dialog box that pops up, select one or more services from the drop-down menu.
3. Optional: Use the Default Level field to assign the default service skill to all members of this team with a specific level. Individual skill levels can be changed manually later.
4. Enable or disable the Add the service to all users in the team toggle switch. If enabled, all current and future members of the team will get this service skill automatically.
5. Press Add.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to the list of assigned services, we recommend that all affected logged-in agents refresh their browser page.

Unassign from Team

The Unassign from Team option allows you to remove previously assigned services from this team. Click the Actions button to the right of a service, or enable the checkboxes next to one or more services from the list to load the bulk operations bar; then, press Unassign from Team. Note that when you remove a service from a team, the associated default service skill will be removed from all members of this team.

Not User Selectable

The Not User Selectable option allows you to streamline the list of services that your agents can choose in the Select Service dropdown in Agent Desktop. Click the Actions button to the right of a service, or enable the checkboxes next to one or more services from the list to load the bulk operations bar; then, press Not User Selectable. Do not select any services that you wish to remain visible.

Once a service is marked Not User Selectable, this option will change to User Selectable.