A Team is a group of agents (e.g., Telesales team or Customer Support team) usually working within the same organizational division or function.

To access the Team view (Team management page), open the System -> Agents page from the main menu:

On the page, press the Teams button to switch to Team view:

After pressing, you will be able to see all available teams for an organization:

You can find out which Team are currently Default on Team View:

Each organization has one Default Team. All created agents that do not link to any Team explicitly will be linked to Default Team. It is beneficial if you use automated Agent creation based on incoming audio file names.

If any Team containing Agents is removed, Agents will automatically be linked to Default Team.

Set or Change Default Team you can during Create the Team or Update the Team procedure by clicking the Set as default team checkbox

To Create the Team, press the Create Team button on the top right side of the screen:

Provide a new Team Name you would like to create (e.g., Customer support, Sales Department, etc.) and click the Save button. You are also able to set one group as Default Team:

To Rename the Team, press the Update button near the relevant Team and follow the same procedure as for Create the Team:

To remove the Team, press the Remove button near the relevant Team:

Confirm removal to complete the action.

After Team is removed, all Agents linked to the Removed Team will automatically be re-linked to Default Team.

The team does not limit the number of Agents and can include as many Agents as needed. At the same time Agent can be present (tied) in only one Team.

Only one (1) ScoreCard can be linked to the Team at each moment.