Managing Teams
A team is a collection of users in User Management. The team can be created manually on the Teams page (more details can be found on the page Adding New Teams), or it can be imported, along with its users, from an external user database.
User teams can be arranged hierarchically with one or more teams being parts of larger teams. teams can be specifically used by the connected applications. For example, in Quality Management, teams are used to select multiple users for review in the Review Scheduler, and they are also used to filter reports to display team performance. Each user is a team member and can also be assigned teams to supervise (conduct reviews of members), as described on the Assigning Teams to Reviewers page. This is how users with rights to review agents are given access to the agents’ profiles they are assigned and allowed to review. Users who can conduct reviews can also create reviews of agents in any team they have the right to review.
teams in User Management allow the management of a common set of attributes and role mappings for a set of users. Users may be members of any combination of teams, or not. Users inherit the attributes and role mappings assigned to each team.
Note that teams are hierarchical:
a team can have many subteams
a team can only have one parent
Subteams inherit the attributes and role mappings from the parent. If there is a parent team and a child team and a user only belongs to the child team, the user inherits the attributes and role mappings of both the parent and child.
If an agent switches teams, who can view their conversations?
If an agent switches between teams at any time, the previous Supervisor will be able to view conversations from before the team change, the new Supervisor will be able to view conversations from after the team change. However, due to the way that conversations are indexed by the server if a conversation is updated (For instance, a comment is added or changed from the Call Recording UI, a tag is added to a conversation from the Quality Management UI, etc,) the conversations will become visible to the new Supervisor because the Agent is assigned to that supervisor at the time the conversation is updated! The conversation will no longer be visible to Supervisor A.
Case Example: An agent works for Team A until the end of May and then is moved to Team B from the 1st of June. Supervisor A (from team A) can see all conversations that were done by the agent until the end of May. Supervisor B (from Team B) can view only those calls that are made from the 1st of June. However, if the conversation created in May is updated (tag is added by Supervisor A during a routine review) then it will be visible to Supervisor B, as the agent is a member of Team B at the moment the conversation is updated.
Viewing conversations involving multiple teams (transfers, email chains, or conference calls)
If a Supervisor or Team Leader can view a part of a conversation (because it was done by an agent from their team) then they can view the whole conversation (even the parts that were done by agents from different teams)!
Team names must be unique
The Quality Management database requires that each team name be unique. Duplicate team names are not allowed and the duplicated team(s) will be ignored during the import process.
This is relevant if two or more external systems are used or manual changes are made to names, and each system contains teams sharing a common name. For example, if a team named SanFran is imported from UCCE1 it will be imported properly and will be visible in Quality Management. However, if an import is performed from a different system (or a team called SanFran is manually created in User Management), this new team will NOT be imported and will NOT be visible in Quality Management.
Ensure that team names are unique, both across and within your systems!
Multi-Team Membership
Users – Quality Management does not support multi-team membership. A user can be assigned to only one (main) team.
Supervisors – An individual can supervise multiple teams (can review).
Note that any changes to teams and team membership that occurred in User Management will be reflected in other Eleveo applications after a delay of up to 10 minutes.