Manage Teams

You can add teams one at a time or in bulk. You can also assign employees to teams one at a time or in bulk.

Create a Team

Required permissions: Admin > Teams > Create, Divisions > Division Assignment (only for systems configured for divisions)

1. Click the app selector and select Admin.

2. Click Teams.

3. Click New Team.
4. Enter a Team Name and a Description. The name cannot have more than 30 characters and cannot have the following special characters: /, !, <, >, ?, %, ,, ".

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 your system is configured for divisions, set Division to the division Separate data securely between lines of business. Data can only be accessed from within the division it's part of. you want to assign the team to.

   If you haven't created the division this team will belong to yet, you can select Add new division. In the pop-up window, enter a unique Division Name and specify the Parent Division. You can leave Parent Division as Default if you don't want the new division to be a subdivision.

   After you select a team's division assignment, you cannot change it.

7. 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.
8. Click Contact Settings to configure the team contact settings.
9. Click Features.

10. 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.

    Learn more about fields in this step

    Field	Details
    Performance Management	Enables members of the team to use the Performance Management application. You can also enable these features:  Performance Management Gamification Performance Management Chat Message   Performance Management Coaching
    Audio Recording	Enables members of the team to record voice conversations.
    Screen Recording	Enables members of the team to record the screen during interactions.
    Quality Management	Enables members of the team to use Quality Management (CXone).
    Quality Optimization	Enables members of the team to use features available with the Quality Optimization license.
    WFM Advanced	Enables members of the team to use features available with the WFM Advanced license.
    WFM Essentials	Enables members of the team to use features available with the WFM Essentials license.
    WFO Essentials	Enables members of the team to use features available with the WFO Essentials license.
    WFO Advanced	Enables members of the team to use features available with the WFO Advanced license.
    CXone Customer Authentication	Enables members of the team to use the NiCE CXone Customer Authentication product.

11. Click Save and Activate.

Duplicate a Team

Required permissions: Teams Create and Employees Edit

You can duplicate a team to create a copy of it. This is useful when more than one team has settings that are very similar or the same.

1. Click the app selector and select Admin.

2. Click Teams.

3. Locate the team you want to duplicate.

4. Click the three stacked dots for the team and select Duplicate.

5. Enter a unique Team Name and click Duplicate.

6. Click the team and make any needed changes, including adding users.

7. Click Save.

Add Users to a Team

Required permissions: Teams Edit and Employees Edit

Each employee must be assigned to a team. If you attempt to remove an employee from a team, you're prompted to add them to another. For teams that are assigned to divisions Separate data securely between lines of business. Data can only be accessed from within the division it's part of., you can only add users who are in the same division as the 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 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 Teams View and Unavailable Codes Edit permissions.
• To duplicate a team, you must have the Teams Create permission.
• To deactivate or reactivate a team, you must have the Teams Deactivate permission.

Configure Contact Settings

You can configure how you want agents in this team to handle interactions. You can configure your agents for static delivery, which uses legacy Routing. You can also configure your agents for dynamic delivery, which allows your agent to use advanced Routing.

Configure Contact Settings for Static Delivery

Required permissions: Teams Edit

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.

   Learn more about auto-parking emails

   Auto-parking puts new emails in an agent's inbox automatically. This setting lets you specify how many emails can be auto-parked per team member for the entire team. The maximum is 25. You can also select Off to disable this feature for the team.

5. You can customize the type of contacts that specific agents can receive. 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 Contact Settings for Dynamic Delivery

Required permissions: Teams Edit

1. Click the app selector and select Admin.

2. Click Teams.

3. Click the team you want to edit.
4. Click the Contact Settings tab.

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

6. Set the default maximum number of interactions agents on this team can handle for each channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. type.

7. Enable the Req Contact option to change the experience agents have in the agent application as needed.

   Only enable this option if your agents use MAX and handle work items or legacy digital channels such as NiCE CXonechat, SMS, and email. It does not work with Agent Workspace (Agent) applications, including Agent Workspace for Salesforce Voice, or with Digital Experience (DX) channels.

8. Enable Channel Lock if you want agents to be able to handle different interaction types but only want them to focus on interactions with a single channel at a time.

   If your agents use Agent Workspace for Salesforce Voice, do not enable this option. It is for digital channels; Agent Workspace for Salesforce Voice only supports voice channels. Enabling it causes issues with Agent Workspace for Salesforce Voice.

9. Enable the Auto-focus option to change the experience agents have in the agent application as needed.

10. Set the Total Contact Count to the maximum number of interactions of any type you want agents on the team to handle at the same time.

11. If you want any agents on the team to have different settings: 

    1. Locate the agent in the table on the Contact Settings tab.
    2. Click in the Team Defaults cell for the agent and click the setting to Off.
    3. In the column for each channel type, enter a new value. These values override the team level default settings. Alternatively, you can configure individual override settings in the ACD user profile.
12. Click Save.