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Associating Teams with a Site

You can associate teams with an existing site or with a newly created site, by selecting Teams at the top of the Properties pane.  

The Teams pane controls are described below.

Teams Pane Controls

WM 851 icon-save.png Save Now Click to save the configuration in the Teams pane.
WM 851 agent activities plus.png Create Team Click to create a new team within the site.
WM 851 agent activities minus.png Delete Team Click to delete the selected team from the site.
WM 851 icon-help.png Help Click to open a Help topic for the Teams pane.
 

You can sort the Team list, by clicking the Team Name column header.  

When you create a new team, the Team Properties pane opens. Agents who are associated with the selected team appear in the Team Properties pane.

When you click Add Agent to Team (WM 851 agent activities plus.png), agents appear in the Available Agents pane and can be filtered by Last Name, First Name, or Employee ID. By default, all agents to which you have access appear in this pane. You can edit the team name, add or remove agents from the team, and remove agents from the site

Team Properties Pane Controls

WM 851 icon-save.png Save Now Click to save the configuration in the Team Properties pane.
WM 851 icon close.png Close Click to close the Team Properties pane.
WM 851 icon-help.png Help Click to open a Help topic for the Team Properties pane.
Name field Enter a name for the team.
WM 851 agent activities plus.png Add Agent to Team Click to add agents to the team.
WM 851 agent activities minus.png Remove Agent from Team Click to remove agents from the team.
WM 851 icon remove agent.png Remove Agent from Site Click to remove agents from the site.
 

When you add agents to a team, the Available Agents pane opens. See the Available Agents Pane Controls. You can filter this list to display only agents from certain business unit(s) or the entire enterprise, and to include unassigned agents in the enterprise or business unit. See Agent Filter.

To sort agents in the Available Agents pane, click any one of the column headers.

Adding and Removing Agents from a Team

To add an agent to a team:

  1. In the Teams pane, click Add Agents to Team WM 851 agent activities plus.png .
    The Available Agents pane opens.
  2. Select an agent from the list and click Apply WM 851 agent activities assign.png . (Use CRTL or SHIFT to select several agents at a time.)
  3. After you have finished assigning agents, click Close WM 851 icon close.png in the Available Agents pane.

To remove an agent from a team:

  1. In the Teams pane, select the agent you want to remove. (Use CNTRL or SHIFT to select several agents at a time.)
  2. Click Remove Agent from Team WM 851 agent activities minus.png .

To remove an agent from a site:

  1. In the Teams pane, select the agent you want to remove.
  2. Click Remove Agent from Site WM 851 icon remove agent.png .
  3. Click Save Now WM 851 icon-save.png.
Warning
When you move an agent from one site to another site, the agent's historical schedules are still available to be viewed and reported. However, any Calendar items related to that agent will not be available when building future schedules for the new site. This is because items, such as Time-Off Types, Exception Types, Contracts, and Shifts, are configured separately for each site.

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This page was last modified on October 13, 2016, at 04:04.