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There are several types of Teams which provide for different methods of operating a team.
- DyanamicStaticStatic
- By login
- Rostered Inbound
- Rostered Outbound
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Each of the Team Leader groups recieve receive different permissions.
Team Leader - Campaign : ability to view/manage Campaigns/Allocation that belong to their team.
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- Inbound Agent
- Outbound Agent
- Team Member
QA Members
QA Members are team members responsible for performing quality assurance (QA) on calls. A QA member is normally responsible for reviewing recordings and Call Editor details.
To become a QA Member a Users's Account must:
- Be a member of the QA Team Recordings or QA Call Editor group (add a user to a group via the 'Permissions' tab on the Accounts page).
- Be added as a team member to the QA tab on the Team Management page (note they must belong to one of the above groups first).
Users that belong to the QA Call Editor group will be able to view/update their teams records via the Call Editor Page.
Users that belong to the QA Team Recordings group will be able to view/download/playback their teams recordings via the Recorded Calls Page.
To be clear the QA member can only view details of calls/recordings that have been made against a campaign that is associated with the team.
i.e. its not enough that a team member made the call, the team member must have made the call against an associated campaign.
Team Types
Static
Static teams allow you to create a team with a fixed list of agents. Static teams are useful when you have a consistent group of agents that report to a Team Leader.
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Use the '<' button to remove one or more agents that you have selected from the 'Selected' list.
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Login
Dynamic Login teams are designed for Inbound teams that use either Skills based or Dynamic Queues.
Dynamic Login teams allow agents to move between teams during the day by choosing the desired team from the Noojee Admin Login page.
NB: the Agents should be added to the required Queues before they are added to the Team.
Dynamic Login teams provides an additional level of control as to what Queues agents will work.
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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 Login 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 the same Queue. If both conditions are not met then the agent will not take calls from that Queue.
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The Agents tab allows you to select the set of Agents that belong to the team.
To appear in the list of available Agents the Agent's Account must belong to one of of:
- Inbound Agent
- Outbound Agent
- Staff Member
Queue Filter
The Queue Filter tab allows you to select the set of Queues that rostered agents can take calls from, provided they have the required set of skills and are members of the particular queues.
NB: the Agents should be added to the required Queues before they are added to the Team.
The Queue Filter is also used to select the Queue metrics used when forecasting a roster.
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