Support Teams: Group Representatives into Teams

Configuration > Support Teams

Support Teams :: Manage

Grouping support representatives into teams aids efficiency by assigning leadership within groups of representatives as well as by helping to direct customers to the representative best suited to solve a given problem.


Support Teams :: Edit

Assign the team a name. Set a code name for integration purposes. If you do not set a code name, one will be created automatically. Add comments to help identify the purpose of this team.

If Persistent Queue is checked, support sessions will remain in this team’s queue even if no representatives are available. A session transferred to this team’s queue will remain in the queue indefinitely until a team member or API operation handles the session. This option provides additional flexibility for custom session routing management.

When adding a team, you can reserve a minimum number of licenses for that team via the Reserved Slots field. This option guarantees that at least the specified number of licenses will be available for members of this support team. Effective license usage management helps to avoid license lockout situations wherein a license is needed but none is available, thereby ensuring that the most critical issues can be addressed by reserving licenses for the most crucial support teams.

Note any group policies which assign members to this team. Click the link to go to the Group Policies page to verify or assign policy members.

From the list of available representatives, select one or more users and click the arrow to move them into the team.

You can set each member’s role as a Team Member, Team Lead, or Team Manager. These roles play a significant part in the Dashboard feature of the representative console.

Team members who share membership through one or more group policies are listed for you, along with a link to the Group Policies configuration page.

Under the Jump Client Access section, select which teams and embassies should have access to any Jump Clients pinned to this team queue. By default, only this team has access to its own Jump Clients. However, you can select multiple other teams to see and Jump to this team's Jump Clients.

You can also see a list of other teams and embassies that share Jump Client access with members of this support team.

Under the Equilibrium Settings section, if Routing Algorithm is set to Least Busy, a session in this team queue will be assigned to the least busy representative who is a member of this team. If it is set to Skills Match, Least Busy, then if a session has needed skills marked and is in this queue, that session will be assigned to the representative in this team with the best skills match. The representative has as long as is set in Alert Timeout to either accept or reject the session. If the representative rejects the session or fails to respond before the timeout, the session will be reassigned to the next least busy representative who is a member of this team.

You also can create a Waiting Session Rule. If enabled, set how long a session is allowed to remain in this queue. Then choose the action to take if the session waits for longer than the set time. You can either transfer the session to an overflow queue, or you can mark the session as overdue. A session that becomes overdue will play an audio alert, flash in the queue, cause the queue itself to flash, and display a pop-up notification. These notifications can be modified in the rep console settings.

Support Teams :: Dashboard Settings

If enabled in the Dashboard Settings section of the main page, a Team Lead or Manager can monitor team members from the dashboard. Choose a selection to Disable the ability to monitor, restrict monitoring to Only Representative Console, or allow a Team Lead or Manager to monitor a team member's Entire Screen. Monitoring affects Team Leads and Managers for all teams on the site. To display a monitoring icon in the team member's representative console, select the checkbox Enable Monitor Indicator. A Team Lead can also take over or transfer a team member’s sessions if the Enable Session Transfer checkbox is selected. Similarly, a Team Manager can monitor and administer both team members and Team Leads.

Within a team, a representative can administer only others with roles lower than his or her own. Note, however, that roles apply strictly on a team-by-team basis, so a representative may be able to administer another representative in one team but not be able to administer that same representative in another team.

Once you have saved your changes, you can modify a team by clicking Edit or remove a team entirely by clicking Delete. Deleting a team does not delete those representative accounts, only the team with which they are associated.