Teams

Teams provide a way of organizing your employees for reporting purposes. You can also assign or enable unavailable codes, certain products and features, and other settings.

Teams are different than Groups. Groups are collections of users that you define in a way that makes sense for your organization. Examples of groups include contractors or part-time employees. They can also mark employees with something they all share in common such as ex-military or working parents. Teams are primarily used for reporting. In hosted systems, your groups may be the same as your teams, but it is not required.

In most cases, teams should be formed under a supervisor or team leader. Each team should have a Team Lead, and only the workers who report to that lead should be on the team. Teams are the basic structure of CXone and are used throughout the platform. Usually, a team will have 10-20 agents, as a typical lead supervises that many people. Each agent can only be in one team, which often reflects the management structure.

For this example, we will use:

  • 2 managers

  • 2 supervisors

  • 6 agents

The administrator will create teams and group the managers, supervisors and agents into their respective teams.

View the Meet the Team video clip.

Follow the next step in the RBAC Use Case to Create the Employee and Assign the Teams

View the full RBAC Evaluation Views video

Team records contain information organized into the following tabs:

Tab

Description
General Basic information about the team.
Assigned Users Displays users assigned to the team. You can assign other users to the team, or remove users from the team, from this tab by editing the team. You must have appropriate team and user permissions to do so.
Unavailable Codes Displays unavailable codes that are available for this team's users in their agent application. You can add or remove unavailable codes from this tab by editing the team.
Contact Settings Displays default team settings for handling different types of contacts, and allows you to change those setting when you edit the team. The content of this type varies depending on whether you use static delivery or dynamic delivery.
Features Displays any features enabled for the team. You can enable other available features from this tab by editing the team.
Change History Provides a searchable history of modifications to the team.

Key Facts About Teams

  • Users cannot be assigned to more than one team.
  • 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.
  • You should only remove multiple users at once from a team if you plan to add them to the same team.
  • You can activate and deactivate teams as needed from the Actions column in the teams list. You cannot deactivate a team that has users assigned to it. You must first move all the users to another active team. You should not try to deactivate a team unless you also have permission to edit users.
  • User profile settings override team default settings. If a user in the team has different contact settings than the team defaults, those user-level settings apply.

  • From the Actions column in the teams list, you can duplicate an existing team to quickly create another team with similar settings and information, including:

    • General settings.
    • Unavailable codes.
    • Team properties.
    • Features.

    You must give the team a unique name. Users aren't duplicated, so you'll need add them separately.