Agents: Teams

Teams

Teams are groups of agents assigned to a single campaign, and agents can be assigned to more than one team. On the Teams screen is a list of all teams along with pertinent statistics. These include the number of calls dialed and received, and of each call status used. From this screen [Users] are able to create new and edit existing teams.

Users can also view the members of existing teams. On the View Members screen, there is a list of all Users assigned to a team, with supervisors on top and agents at the bottom. [Users] are able to adjust the priority of each individual agent. Priority determines how calls are distributed to the agents. Agents with higher priority receive more calls, and those with lower priority receive less. This also determines who receives calls when other agents are busy. Please note agents with 0% priority will not receive calls from that team.

Members can also be added to teams from this screen. The Add Members menu at the top of the window displays all available that can be added. Just select the members you would like to add and click submit. All new Team members come in at maximum priority. This may need to be adjusted depending on the [Users] needs.

Agents can also be promoted to Supervisors as well. Supervisors do not receive calls for their team’s campaign, but are instead able to tap in to their agents’ calls. This allows them to monitor, coach, and even take the calls over if need be. When promoting an agent to a supervisor, they can be promoted for that team only or for all teams they are a member of.

New Teams

When creating new teams User can create a team from scratch by selecting "new team" or Users can duplicate an existing team. When duplicating settings will be carried over to the new team as well as the agents assigned.

When creating a new team Users can determine how incoming calls are handled, how inbound/outbound calls are prioritized, and the nature of audio notifications. As with Agent creation, Users can also set Color Alarms. Remember, Team-level color alarms are superseded by Agent-level color alarms.

Need more help? Use the Add Ticket function or send an email to support@intelligentcontacts.com

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