---
title: "Teams"
slug: "users-teams"
description: "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."
tags: ["user", "Agent", "team", "supervisor", "multiple teams", "role"]
updated: 2026-01-15T10:22:59Z
published: 2026-01-15T10:22:59Z
canonical: "docs.voiso.com/users-teams"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

Tip

You can assign users to [Dialer campaigns](/v1/docs/outbound-dialer-campaigns) and [Caller ID groups](/v1/docs/outbound-cid-groups) either individually or as part of a team.

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.

![Teams Teams Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Teams%20Teams%20View.png)

| Property | Description |
| --- | --- |
| Team name | The name assigned to the team. Click the name to view the team properties. |
| Agents | The number of [users](/v1/docs/users-users) assigned to the team who have the agent role |
| Supervisors | The name of the [user](/v1/docs/users-users) who acts as a [supervisor](/v1/docs/supervisor-workflows) for the team |
| Wrap-up code group | The name of one or more [wrap-up code groups](/v1/docs/administration-wrap-up-codes) which are assigned to the team. |

## 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.  

![Teams Add Team](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Teams%20Add%20Team.png)
4. To make [wrap-up codes](/v1/docs/administration-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.
5. You can only modify **Max call attempts** if the **Apply 'Max dialing attempts' value to all teams** option is disabled in the **Features** tab of the **[System settings](/v1/docs/administration-system-settings)** page. To set a value, enter a number or use the up and down arrows. The number must be greater than 0 and cannot exceed the global max call attempts limit. **Note:** [Call suppression](/v1/docs/administration-call-suppression) is enabled by default.
6. Specify an **Effective Call Duration** as an override for the global Effective Call Duration specified on the **Timers** tab of the **System Settings** page. For an explanation of how this function works and where it is applied, refer to [Effective Call Duration override](/v1/docs/users-teams#effective-call-duration-override).
7. In the **Assigned agents** section, click **Manage**.
8. In the **Agent assignment** panel, select the agents to add to the team. To add all agents to the team, select **All agents**.  

![Teams Agents In Team Panel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Teams%20Agents%20In%20Team%20Panel.png)
9. Click **Assign**.
10. In the **Add team** page, the team members are displayed in a table with the following columns:  

*   Agent name  

*   Email  

*   Extension  

*   Agent  

*   Supervisor
11. 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.  

![Teams Add Team Added Agents](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Teams%20Add%20Team%20Added%20Agents.png)
12. 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.
13. Click **Save**. The new team is displayed in the **Teams** page.

### Effective Call Duration override

Effective call duration defines the minimum length an answered call must reach to be flagged as **effective**. If the call duration meets or exceeds the threshold, Voiso marks it as effective. If it does not, Voiso marks it as not effective. Voiso applies this flag when the call ends and stores it as a permanent call attribute.

Effective and not effective call counts appear in [Historical reports overview](/v1/docs/reporting-historical-reports-overview) and [Agent Panel](/v1/docs/agent-panel-agent-metrics), for example:

- [Agent List](/v1/docs/reporting-agent-list)
- [Agent List - Per Hour](/v1/docs/reporting-agent-list-per-hour)
- [ASR per Caller ID](/v1/docs/reporting-asr-per-caller-id)
- [ASR by country by hour](/v1/docs/reporting-asr-by-country-by-hour)
- [Answered and effective](/v1/docs/agent-panel-agent-metrics)
- [Answered and not effective](/v1/docs/agent-panel-agent-metrics)

#### Team level override

By default, all teams use the global effective call duration set in **[System settings](/v1/docs/administration-system-settings#timers)**. You can override this value per team on the **Teams** page.

When you set a custom value for a team, Voiso uses that value for all answered calls handled by agents in that team. Changing the global value later does not affect teams that have a custom override.

#### Conflict rules

To avoid ambiguity, an agent cannot belong to multiple teams with different effective call durations. Voiso enforces this automatically by blocking any change that would create a conflict, including:

- Adding an agent to a team with a custom effective call duration if the agent already belongs to another team with a different custom duration.
- Changing a team effective call duration when any assigned agent belongs to another team with a different custom duration.

If a conflict occurs, Voiso prevents the action and you must first remove the conflicting agents from one of the teams before you can save the changes. Agents that have conflicting effective call duration settings are highlighted in red.

![Teams Add Team Added Agents Conflicting ECD](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Teams%20Add%20Team%20Added%20Agents%20Conflicting%20ECD.png)

Note

Only agents who are not members of another team with a different custom effective call duration can be assigned to a team that uses an override.

#### Reset to global value

If a team uses a custom effective call duration, you can click **Reset to global value** to remove the override. After resetting, the team is pinned back to the global effective call duration in **System settings**, and any future global changes apply to this team automatically.

![Teams Add Team Added Agents Reset to Global ECD](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Teams%20Add%20Team%20Added%20Agents%20Reset%20to%20Global%20ECD.png)

Tip

The **Reset to global value** button is available only when the team has a custom override. If you manually set the team value to the same value as the global Effective Call Duration, the override is removed and the global value applies.

## Editing a team

To edit an existing team, follow these steps:

![Teams Edit Team](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Teams%20Edit%20Team.png)

1. In the **Teams** page, click the name of the team you want to edit to display the **Edit team** page.
2. To change the name of the team, edit the name in the **Team name** field (1).
3. To add new agents to the team, click **Manage** (2).
4. To modify the [wrap-up code group](/v1/docs/administration-wrap-up-codes) assigned to the team, select a group from the **Wrap-up code group** menu (3).
5. To modify the **Max call attempts** value (4), 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](/v1/docs/administration-system-settings) value and must be greater than 0.
6. To modify an **Effective Call Duration** as an override for the global Effective Call Duration specified on the **Timers** tab of the **System Settings** page, specify a new value (5). For an explanation of how this function works and where it is applied, refer to [Effective Call Duration override](/v1/docs/users-teams#effective-call-duration-override).
7. To remove an agent from the team, either de-select the check box in the **Agent** column (6), 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 (7) and select the check box in the Agent column (6), or *vice versa*.
9. Click **Save** to commit your changes.

Tip

You can delete a team from the **Edit team** page by clicking **Delete team** (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.  

![Teams Delete Team](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Teams%20Delete%20Team.gif)

An outbound calling campaign where agents are assigned to handle calls that are automatically dialed and connected by the Voiso Dialer. Dialer handles the rate at which calls are dialed based on the number of available agents. The list of phone numbers in the campaign are pre-loaded from a CSV file or imported from a CRM.

CID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent.

A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions.

In a contact center, the person responsible for leading, monitoring, and training a team of agents.

An effective call is an outbound call that is answered by the target contact and had a duration longer than X seconds, where X is the Effective Call Duration limit specified in the Contact Center settings view.

## Related

- [Users](/users-users.md)
- [Dialer campaigns overview](/outbound-dialer-campaigns-overview.md)
- [Caller ID groups](/outbound-cid-groups.md)
- [System settings](/administration-system-settings.md)