Assigning Managers to Teams

Limitations:

• If users are assigned a team at the top of the hierarchy, they can manage agents in that team and in the teams within it (subteams of that team).

• If a team is manually assigned to a user who is synchronized with UCCX or UCCE systems, this change will be lost once the next synchronization is executed.

• Specific only to Quality Management users:

  • Only users with the EVAL_AGENTS effective role assigned will be able to review agents in the teams that have been assigned to them, as well as in all their subteams.

  • Only users with the PLAN_team_EVALS and PLAN_ALL_EVALS effective roles assigned can schedule reviews for assigned teams.

Note:

The QM and WFM applications recognize membership in one team only. This team should be marked as a 'main' team in User Management. If users were imported from external systems, like UCCX or UCCE, carefully consider whether their team membership and/or the main team selection should be manually modified from within User Management.
The manager must have the agent's main team assigned to them if they wish to manage on these agents.

The following rules apply to setting up the main team in User Management:

• If a user is a member of one team only, this team is set as the main.

• In case a user is a member of more than one team, only one team can be set as the main.

• If a user is removed from the main team, the first team from available teams sorted alphabetically will be set as the new main team.

Manual vs Automatic Team Assignment

Teams can be assigned to reviewers in two ways:

• manually from within the User Management UI:

  • on the Managers tab of the Edit team pane (as it is described on this page)

  • on the Can Manage tab of the Edit user pane (as it is described on the Editing Users page)

• automatically during the users' import from an external data source (Webex Contact Center)

If teams were assigned to reviewers manually from within the User Management UI, whether these reviewers and teams were imported or created manually, this change will not be overwritten during the next synchronization. If teams were assigned to reviewers automatically and then this assignment is modified manually (teams are unassigned from the reviewers), this change will be reverted and teams will be automatically assigned to reviewers during the next synchronization.

Generally speaking, teams assigned to reviewers manually should not be removed or overwritten during the automatic synchronization of users with UCCE/X unless the same teams were assigned to reviewers during the synchronization. In this case, Data Importers will take ownership of the reviewer-team relationship (as if the teams were assigned by Data Importer). If Data Importer takes ownership, this can result in changes in the future - removal or reassignment of teams to reviewers due to changes pulled from UCCE/X.

Assigning Managers to Teams

To edit existing teams, go to the Teams screen, select a team, and click the Edit icon (a pen).

Go to the Managers tab. It shows all users who are team managers (can review that team in Quality Management). To assign a new manager to the team, click the Assign Users button in the bottom right corner.

A new window will open, displaying all existing users. Check the boxes of the users who should be assigned to the team and click the Assign button.

At the bottom of the page, it is possible to adjust how many users are displayed on each page. Use the arrows or page numbers to switch between the pages.