🧑‍🤝‍🧑Teams

Teams list

Team – a group of agents who handle the same types of requests.

There are two subsections in the Teams section:

• Active - displays a list of active teams;

• Deleted - displays a list of active deleted teams.

In the Active section, you can edit existing teams and create new ones.

In the Deleted section, you can restore deleted teams.

To create a new team/edit an existing one, click Create new team/Edit team.

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Create/Edit a Team

Main settings

The main settings show a Team name and the ACD option:

1. Team name

2. Team description

3. Allow ACD for this team - option to enable the "Smart Queue". If enabled, dialog assigned to a team will automatically be distributed to available and suitable agents of that team.

   If disabled, automatic distribution to team agents will not take place.

With Smart Queue, it is possible to:

1. Limit the number of dialogs assigned to an agent by configuring the dialog utilization in team and inbox settings.

2. Automatic distribution of unassigned dialogs. If all agents are busy, dialogs are queued according to their priority and sub-priority and then automatically distributed to available agents.

3. Specify the dialog Assignment algorithm - to an agent with the lowest utilization, the lowest number of dialogs, or the most qualified agent.

1. Assignment algorithm - algorithm for selecting an agent by the Smart Queue. The option is only available if "Allow ACD for this team" is selected. Possible values:

• Least Assigned Conversations (LAC) – distribution of dialogs to an available agent with the least number of assigned conversations.

• Least Utilized Agent (LUA) – distribution of dialogs to an available agent with the lowest utilization rate.

• Most skilled agent (MSA) - distribution of dialogs to an available agent with the highest total score for the required dialog skills.

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Agents

The list of agents included in a team.

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Settings for conversation types

Conversation type - a type of inbox from which a customer contacts you. Namely: Chat, Social Media, Email or Call. You must specify the settings for each conversation type or select the Use Inbox Settings feature.

1. Utilization, % - an indicator that shows how much a certain dialogue utilizes an agent. Possible values: 0 - 100.

Depending on the value of this parameter, the current utilization of an agent is calculated (the sum of the utilization of dialogs assigned to this agent).

When automatically distributing dialogs, an agent utilization should not exceed 100%.

Therefore, the lower the utilization value of a dialog assigned to a team, the more dialogs can be automatically distributed to an agent and vice versa.

1. Auto Assignment Limit - the maximum number of simultaneous conversations an agent can handle within a given Team and Conversation type. Once this limit is reached, ACD will no longer assign similar dialogues to that agent.

2. Auto Answer is the option that determines if a dialog is accepted automatically when assigned to an agent.

3. Alerting Timeout - the duration an agent has to accept or reject a conversation. If an agent does not respond within this time, the conversation returns to the beginning of the queue, and the agent's status changes to Busy substatus Not responding.

The option is available only if the Auto Answer option is disabled.

1. Wrap-up codes - special codes used to categorize dialogs with customers. They are selected by an agent after resolving a conversation.

2. Wrap-Up Timeout (sec) - the time limit for selecting a Wrap-up code. If an agent does not react within the specified time, a conversation resolves, and the Wrap-up code is not set.

3. Allow Record - (only for the Call conversation type) is the option that determines if a dialog should be recorded within this Team.