Teams

Who should read this article: Administrators, Supervisors

Agents working under a common supervisor are considered to be a part of a team. Voiso enables you to assign agents to outbound Dialer Campaigns, Caller ID groups, and wrap-up code groups by team.

Introduction

Teams enable you to group users together for common business purposes. For example, agents working under a common supervisor are considered to be on the same team. You can create many different teams for different business purposes. A user may be assigned to multiple teams, a supervisor may supervise more than one team, and a team may have more than one supervisor.

To view, create, modify, or delete your contact center teams, from the Voiso navigation bar, navigate to Users > Teams. The Teams page contains a searchable table listing your teams.

Creating a new team

To create a new team, follow these steps:

1. From the Voiso navigation bar, navigate to Users > Teams.
2. In the Teams page, click Add team.
3. In the Team name field of the Add team page, enter a unique name for the new team.
   
4. Max call attempts cannot be modified unless the Set maximum limit for all teams options in the System Settings is disabled. To set the Max call attempts value, enter a new value or click the up and down arrows. The value of Max call attempts must be less than or equal to the value of the global max call attempts value and must be greater than 0. Note: Call suppression is enabled by default.
5. To make wrap-up codes available for the users assigned on the team, select a wrap-up code group from the Wrap-up code group menu. If no group is assigned, no wrap-up codes will be available in Agent Panel for team members.
6. In the Assigned agents section, click Manage.
7. In the Agent assignment panel, select the agents to add to the team. To add all agents to the team, select All agents.
   
8. Click Assign.
9. In the Add team page, the team members are displayed in a table with the following columns:
   • Agent name
   • Email
   • Extension
   • Agent
   • Supervisor
10. If any of the team members have the supervisor role assigned, a check box is selected in the Supervisor column. All other team members have a check box selected in the Agent column. A supervisor may have both the agent and supervisor status assigned.
    
11. To remove a team member before saving the team, deselect the check box in the Agent and Supervisor column, or hover your mouse pointer over the team member row, then click the Delete icon to remove the person from the team.
12. Click Save. The new team is displayed in the Teams page.

Editing a team

To edit an existing team, follow these steps:

1. From the Voiso navigation bar, navigate to Users > Teams.
2. In the Teams page, click the name of the team you want to edit to display the Edit team page.
3. To change the name of the team, edit the name in the Team name field (1).
4. To add new agents to the team, click Manage (2).
5. To modify the Max call attempts value (3), enter a new value or click the up and down arrows. The value of Max call attempts must be less than or equal to the value of the global max call attempts value and must be greater than 0.
6. To modify the wrap-up code group assigned to the team, select a group from the Wrap-up code group menu (4).
7. To remove an agent from the team, either deselect the check box in the Agent column (5), or hover your mouse pointer over the team member row, then click the Delete icon.
8. To change a supervisor to an agent, deselect the check box in the Supervisor column (6) and select the check box in the Agent column (7).
9. Click Save (8).

Deleting a team

To delete an existing team, follow these steps:

1. From the Voiso navigation bar, navigate to Users > Teams.
2. In the Teams page, hover your mouse pointer over the team row, then click the Delete icon to remove the team.