Manage Teams

Create a Team

  1. Click the app selector and select Admin.

  2. Click Teams.

  3. Click New Team.
  4. Enter a Team Name and a Description.
  5. If you want a record of who the team lead is, select the name of the Team Lead from the drop-down. Any active user can be the team lead. A single user can be the team lead for multiple teams.

  6. If you want to add unavailable codes to the team, click Unavailable Codes. Click Add Unavailable Codes and select each unavailable code you want agents on this team to see in their agent application. When you're finished selecting codes, click Confirm.
  7. Click Contact Settings to configure the team contact settings.
  8. Click Features.
  9. Select the checkboxes for each feature or product you want to enable for the team. You'll be billed for each agent in the team for the feature, whether the agent actually uses the feature or not.

  10. Click Save and Activate.

Add Users to a Team

  1. Click the app selector and select Admin.

  2. Click Teams.

  3. Click the team you want to add users to.

  4. Click the Assigned Users tab and then click Add Users.

  5. In the Add Users window, select the checkbox next to the names of the users you want to add, or select the checkbox next to the Name column heading to add all users. The Selected counter shows how many users you have selected.

  6. Click Move. The selected users are added to the Selected list on the right side of the window. Click the X next to the user's name to remove them from the list.

  7. Click Confirm, then click Save.

Edit Teams

You can edit teams if you have permission to do so. You may also need additional permissions depending on what changes you want to make:

  • To add or remove unavailable codes, you must have permission to view Teams and to edit Unavailable Codes.
  • To add or remove users, you must have permission to view Teams and edit Employees. Each user must be assigned to a team. If you attempt to remove a user from a team, you're prompted to add that user to another.
  • To duplicate a team, you must have permission to create Teams.
  • To deactivate or reactivate a Team, you must have specific permission to do so.

Configure Contact Settings

You can configure how you want agents in this team to handle contacts. You can configure your agents for single channel handling, which only allows your agent to handle one contact at a time. You can also configure your agents for Omnichannel Session Handling, which allows your agent to handle multiple contacts at a time. If you have granular options enabled, you may be able to configure either type of contact handling for the team.

Configure Single Channel Handling

  1. Click the app selector and select Admin.

  2. Click Teams, and select the team you want to configure.

  3. Click the Contact Settings tab.
  4. Select values from the Concurrent Chats and Auto-Parked Emails drop-downs to specify the default number of each that agents on the team can handle.

  5. You can customize the type of contacts that specific agents can recieve. For example, you might not want to auto-park emails to new agents. To set custom limits:
    1. Find an agent in the list.
    2. Enter a new value in the field for each agent.
  6. Click Save.

Configure Omnichannel Session Handling

  1. Click the app selector and select Admin.

  2. Click Teams.

  3. Click the team you want to set up with OSH to open it.
  4. Click the Contact Settings tab.
  5. If you have granular options enabled, set the Delivery Mode in Team Defaults to Omnichannel or Single Contact.

  6. If you use Salesforce External Routing to route chats and cases to your agents, set the default number of Chats and Emails to Off. Otherwise, move to the next step.

  7. If your agents are using MAX or Agent for Salesforce with CXone routing, set the default number of concurrent interactions for Chats and Emails. Set the default number of concurrent interactions for SMS (only supported in Agent for Salesforce Lightning), Digital, and Work Items you want agents on the team to handle at a maximum.

  8. Set the Total Contact Count to the maximum number of interactions of any type you want agents on the team to handle concurrently.

  9. Toggle on the Request Contact and Auto-focus options to change the experience agents have in the agent application as needed.

  10. If you want any agents on the team to have different settings, you can modify them by selecting Custom instead of Default for that agent and then entering a new value for the setting. Settings at the agent level override settings at the team level. Alternatively, you can configure those settings in the ACD User profile.
  11. Click Done.