Manage Teams

Create a Team

Required permissions: Teams Create

Screenshot of create new team page with no options selected

  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

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.

  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 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 single channel handling, which only allows your agent to handle one interaction at a time. You can also configure your agents for omnichannel, which allows your agent to handle multiple interactions across multiple channels at the same 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

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.

    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 Dynamic Delivery

Required permissions: Teams Edit

Field

Details
Delivery Mode

Whether an agent can handle one or many interactions at the same time.

  • Omnichannel lets agents handle multiple interactions from different channels at the same time.
  • Single Contact lets agents handle only one interaction from one channel at a time.

For either setting, agents can elevate contacts to other channels.

Voice

Whether agents can handle 1 voice interaction at a time or voice interactions are turned Off. Voice interactions include inbound calls, manual outbound calls, Personal Connection dialer calls, and voicemails.
Chats, Emails, Work Items, SMS, and Digital

The number of interactions an agent can handle at the same time per channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. The maximums are:

  • Chat— 12
  • Emails—25
  • Work items—25
  • Digital—50

If you use Digital Experience:
Req Contact

Disables automatic routing of non-voice, or digital, interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. Instead, the agent clicks a +1 Contact button in the agent application to add more interactions. They cannot request the type of interaction they receive. The ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledgepriorityClosed Skill-based designation of the importance of contacts that determines delivery order. and acceleration rules determine what they receive. The agent can continue to request interactions until they meet the maximum or the queue is empty.

When this isn't selected, interactions route automatically to the agent. This occurs until the agent is handling their maximum interactions or the queue is empty. This is true even when the agent refuses an interaction.

This feature isn't currently supported for Digital Experience channels or the CXone Agent applications.
Channel Lock

Available only for an Omnichannel Delivery Type. Temporarily locks an agent to the channel they're currently handling. For example, if the agent configured to handle 2 chat interactions and 1 voice interaction has a Total Contact Count of 3, they can receive one voice or two chat interactions, but not both at the same time. When the agent's interactions have ended, the lock will end. The agent will then be able to receive interactions from any configured channel.
Auto-focus

Shifts the agent's view to the new interaction when it is first connected to the interface.
Total Contact Count

The maximum number of total interactions an agent can handle at a time. For example, if you set Chats to 5, Emails to 5, and Total Contact Count to 7, the agent would receive a maximum of seven interactions at any given time. Up to five of those seven contacts could be chat contacts and up to five of them could be email contacts.

  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. 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. Set the default number of concurrent interactions for Chats and Emails. Set the default number of maximum concurrent interactions for SMS, Digital, and Work Items you want agents on the team to handle.

  8. 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.

  9. If you're configuring an Omnichannel experience, toggle on 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.

  10. Toggle on the Request Contact and Auto-focus options to change the experience agents have in the agent application as needed. Remember that the Request Contact functionality isn't currently supported for Digital Experience channels or the CXone Agent applications.

  11. If you want any agents on the team to have different settings, you can modify them by setting Team Default to Off for that agent. Then enter 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.
  12. Click Done.