Overview
Team Management allows you to create teams of Agents.
There are several types of Teams which provide for different methods of operating a team.
- Dyanamic
- Static
- Rostered Inbound
- Rostered Outbound
Each team type is described below.
Note: only Accounts that belong to the 'Supervisor' group can be a Team Leader.
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:
- Permissions on recordings
- CDR Team report
Static teams allow you to create a team with a 'static' list of agents. Static teams are essentially used to report on a group of Agents.
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.
You can select multiple Agents by holding down the 'Ctrl' key whilst clicking an Agent, then once you have the group of Agents that you want click the '>' button and they will all be added together.
Use the '<' button to remove one or more agents that you have selected from the 'Selected' list.
Dynamic
Dynamic teams are designed for Inbound teams that use either Skills based or Dynamic Queues.
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.
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 Agents have the Skills to takes calls from every Queue, 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 with that same Queue. If both conditions are not met then the agent will not take calls from that Queue.
To add Queues to your team, select a Queue from the 'Available' list and then click the '>' button to add them to the 'Selected' list.
Rostered Inbound
The Rostered Inbound Team Type allows you to set up a team of agents that can be rostered together taking calls from a common set of Queues (Reservations being a special case).
Agents Tab
The Agents tab allows you to select the set of Agents that belong to the team.
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.
The Queue Filter is also used to select the Queue metrics used when forecasting a roster.
Skill Filter
The Skill Filter reduces the set of Skills an Agent has when Rostered onto this team.
The exception is that any Agent that fills Reservation will have their skills controlled by the reservation.