Configuration so that an Agent can be a member of various teams

[Michael Meyer]

Hey Guys

Does anyone know a what that permits an agent to be a member of multiple teams. Business want to only se team stats/CSQs etc, but some agents need to operate in multiple teams.

Thanks Mike

[Michael Meyer]

Actually, if an agent is in one team and a CSQ assigned to a different team. Can the agent still operate on that CSQ if they are assigned to it?

[Jonathan Schulenberg]

An agent can only be assigned to one team; however, their team assignment has no impact on how the Resource Groups or Skills and CSQs function. The team is used primarily to group agents and CSQs together for supervisors when using CSD. Other less common purposes are to group what agents can chat with one another using the intra-team chat button in CAD and the QM/WFO products.

While an agent cannot be associated to more than one team a person can be given supervisor rights to see more than one team. This would allow supervisors who need to support/backup their peers to see other groups.

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