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Note: only Accounts that belong to the 'Supervisor' group can be a Team Leader.one or more of the following Groups may be a Team Leader
- Team Leader - Campaign
- Team Leader - Monitor
- Team Leader - Recording
Team management is quite straight forward with one caveat. Noojee Admin tracks the dates of when you add and remove team members or in the case of Dynamic Teams when the Agent logs in/out. This is quite important as for instance when you run the CDR Team report for a month ago you want to see the team as it was during that period not as it is today.
Team Leader
The Team Leader is given special control over a team in that they have a number of special permissions over their team members. For instance a Team Leader can listen to recordings and Monitor calls of any of their team members.
The Team Leader list will be empty unless you have at least one Account which belongs to the Supervisor group.
Team Leaders are not critical for the operation of many team operations and as such you may just want to choose an administrator as the Team Leader of all teams.
Team Type
Static
Static Team membership is used by a number of aspects of Noojee Admin including:
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Each of the Team Leader groups recieve different permissions
Team Leader - Campaign : ability to view/manage Campaigns/Allocation that belong to their team.
Team Leader - Monitor : ability to listen their team members live calls. Each team member must have the 'Can be Monitored' Recording option enabled on their Account.
Team Leader - Recording : ability to search/download and playback recorded calls of their team.
Team Members
To be a Team Member the user's Account MUST have one or more of the following permissions:
- Inbound Agent
- Outbound Agent
- Team Member
Team Types
Static
Static teams allow you to create a team with a 'static' fixed list of agents. Static teams are essentially used to report on a group of Agents.useful when you have a consistent group of agents that report to a Team Leader.
Static Team membership is used by a number of aspects of Noojee Admin including:
- Access to view/manage team based Campaigns and Allocations
- Access to monitoring live calls
- Access to recordings
- CDR Team report
To add Agents to your team, select an Agent from the 'Available' list and then click the '>' button to add them to the 'Selected' list.
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Dynamic teams are designed for Inbound teams that use either Skills based or Dynamic Queues.
Dynamic teams allow agents to move between teams during the day by choosing the desired team from the Noojee Admin Login page.
Dynamic teams provides an additional level of control as to what Queues agents will work.Agents are able to move between Dynamic Teams at any point during the day by logging out and then selecting a different team from the Login page.
Example
An example is perhaps the best way of understanding with a scenario looking at Skills based Queues.
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If you however want a team of agents to just focus on say 2 of those queues, then Skills become clumsy as you have to remove Skills from agents.
Instead, you can create a Team with just those 2 queues (lets call this the 'Priority Team') that you want the team to focus on. When staff come in you instruct them to login to the 'Priority Team'. Whilst some of those Agents may have the Skills to takes calls from every Queue, being a member of the Priority Team will restrict the set of queues they can take calls from.
When using Dynamic Teams an Agent must be both a member of a Queue (either via a Skill or Dynamic) and they must belong to a team associated with that the same Queue. If both conditions are not met then the agent will not take calls from that Queue.
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