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Managing Teams

A team is a collection of users in User Management. The team can be created manually on the Teams page (see Adding New Teamsfor more details), or it can be imported, along with its users, from an external database.

User teams can be arranged hierarchically, with one or more teams being a part 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 to filter reports to display team performance. Users who can conduct reviews can also create reviews of agents in any team they have the right to review (see Assigning Managers to Teamsfor more details).

Teams in User Management share a common set of attributes and role mappings across their members. Users can belong to any combination of teams – or none at all – and inherit the attributes and role mappings of each team they are in.

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.

Agent Team Changes and Conversation Visibility

If an agent switches between teams, the previous supervisor can view conversations from before the team change, and the new supervisor can view conversations from after the team change.

However, if a conversation is updated after the team change – for example, a comment is added from the Call Recording UI or a tag is added from the Quality Management UI – the conversation becomes visible to the new supervisor, because the agent is assigned to that supervisor at the time of the update. The conversation is no longer visible to the previous supervisor.

Example: An agent works for Team A until the end of May and then moves to Team B from June 1. Supervisor A (Team A) can see all recorded conversations through the end of May. Supervisor B (Team B) can view only calls made from June 1. However, if a conversation from May is updated – for example, Supervisor A adds a tag during a routine review – it becomes visible to Supervisor B, because the agent is a member of Team B at the time of the update.

Conversations Involving Multiple Teams

A conversation's visibility does not depend on which team handled the call. It depends on whether a participating agent is a member of a team the viewer is assigned to, or a sub-team of it.

  • Conversations that involve an agent who is part of multiple teams can be viewed by any supervisor of any team the agent is part of, not just their main team's supervisor.

  • A conversation involving several agents from different teams is viewable by any supervisor who can view at least one of the participating agents, including segments from agents outside the supervisor's assigned team.

  • A supervisor assigned to a parent team (department) sees conversations handled by agents in any of their sub-teams, the same way team-scoped roles inherit sub-teams elsewhere in the system.

Example: An agent is a member of both Team A and Team B. Supervisor A supervises Team A, and Supervisor B supervises Team B. Both supervisors see every conversation handled by this agent, regardless of which team the call was for.

Team Names Must Be Unique

The Quality Management database requires that each team name be unique. Duplicate team names are not allowed; duplicate teams are ignored during the import process.

  • This is relevant if two or more external systems are used, or if manual changes are made to names, and each system contains teams sharing a common name.
    Example: if a team named SanFran is imported from UCCE1, it is imported properly and is 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), the new team is not imported and is not visible in Quality Management.

  • Ensure that team names are unique, both across and within all systems.

Multi-Team Membership

  • Users – A user can be assigned to more than one team. Only one team is marked as the main team. Modules such as Reviews, Reports, and Trainings scope data to a user's main team only. Conversation Explorer does not follow this rule – see Conversations Involving Multiple Teams above.

  • Supervisors – An individual can supervise multiple teams.

Any changes to teams and team membership made in User Management are reflected in other Eleveo applications after a delay of up to 10 minutes.