Teams

You can create as many teams as you wish on the system and these can be used in different ways.

Teams are the bridge between users and campaigns, allowing you to assign a team(s) to a campaign means the users in the team(s) can access the campaign when logging into web agent.

Select the images for a more detailed view.

Creating and editing teams

When you select a team from the 'Campaign Teams' column, the right side of the screen will display the options you can change for that team. Alternatively, selecting the new team button will give you a blank team on the right of the screen.

Fig 1. Under the campaign teams column, the training team has been selected.

You will also notice that upon selecting an existing team, the 'Users in team' column will change to show who is part of that team. Users not in team will be visible below this. You can add or remove users by selecting the + or - accordingly.

Fig 2. Users in selected team are listed at the top, users not in team are shown below.

Examples of team usage

If you have a small amount of users you may wish to keep everyone in the same team for simplicity. Some customers split their teams by department such as sales/retentions. Some of our clients use it to group agents with certain specialties such as outbound team, internal it team, admin team and so on. BPOs may name teams after the campaigns they are running and other clients name the teams after their supervisors e.g. 'Gareth's team' etc.

Select this button to create a new team.

Fig 3. A new team created. Note the toast message and validation rules.

To create a team you need to complete some simple actions;

Team Name	You can add a team name here. This can be displayed on dashboards, wallboards and will be visible on all reports where team level data is generated.
Active	With this checked, the team will be visible by default and you will be able to add and remove agents from it, When inactive, it will be hidden by default. This is our way of 'deleting', ensuring if done accidently, it can be brought back without losing any settings.
Image	By selecting change image, you can upload an image to represent the team. This can be displayed on dashboards and wallboards.
Primary Supervisor	The primary supervisor is the user in charge of the team. On reports that are looking at team level data, you will see the supervisors name. Allowing you to see who's in charge of each team on the report and communicate with them accordingly.
Hours per working day	This option is for customers who are working a campaign on behalf of one of their clients who have set certain targets for this key metric (or indeed for anyone who wants to use it!). It allows you to set the hours per working day for a team to track successes against it. This can be reported on and displayed live on dashboards/wallboards. For more information on this, see this guide.

Once these have been configured, hit save in the top right corner of the page.

You will now have a new team with no users assigned.

To assign users to the team, simply select the team then hit the + next to each user you wish to add to that team.

Fig 4. A new team saved, without any users assigned. Select the green + symbols to add users to the team.

Ensure you press save once completed.