Teams

Overview

A Team is a grouping of agents that simplifies queue management. Teams allow administrators to efficiently:

• Add or remove multiple agents to/from a Voice Queue or a Dialer Campaign Queue.

• Apply queue membership changes at a group level, reducing manual effort.

Teams can be managed under the Staff menu. From this section you can view all created teams and you can filter them by activating advanced search functionalities.

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➕ Creating Team

To create a new team:

1. Navigate to Staff → Teams.

2. Click the Add button and provide:

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• team name

• optional description

Save the team

Once created, the team appears in the team list for further configuration.
You can edit the team, add agents to a team or add a team to a queue.

Editing a Team

Click the 3 dots next to a team to:

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• edit the team (change name or description)

• associate agents, via modal window, as described below

• delete the team

Associate Agents

To associate agents, from the pop-up modal you can click on individual agents to move them to the selected list:

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> : “greater than” icon to add the selected option

>>: right shift to add all the available elements

< : “less than” icon to remove the selected agent from the right column

<< : double left shift to remove all the selected elements

 

You can also use the search box to find and select agents.

All changes are automatically saved for agents side.

Delete a Team

• Delete a Single Team: find the team in the list, click the 3 dots, then select Delete.

• Delete Multiple Teams:

  1. Select the checkbox beside each team

  2. Click the Delete button

  3. Confirm the deletion when prompted

Exporting Teams

To export the list of teams to a CSV file:

1. Select one or more teams using the checkbox on the left.

2. Click the Export to CSV button to download the data in .csv format.

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