Support Teams: Group Representatives into Teams

Configuration

Support Teams

Manage Support Teams

Grouping support representatives into teams aids efficiency by assigning leadership within groups of representatives as well as by helping to direct customers to the representative best suited to solve a given problem. In the representative console, each team appears as a separate queue for waiting support sessions.

Add New Team, Edit, Delete

Create a new team, modify an existing team, or remove an existing team. Deleting a team does not delete those user accounts, only the team with which they are associated.

Add or Edit Support Team

Team Name

Create a unique name to help identify this team.

Code Name

Set a code name for integration purposes. If you do not set a code name, one is created automatically.

Comments

Add comments to help identify the purpose of this team.

Persistent Queue

If this option is checked, support sessions remain in this queue even if no representatives are available. A session in this queue remains in the queue indefinitely until a representative or API operation handles the session. This option provides additional flexibility for custom session routing management.

Group Policies

Note any group policies which assign members to this team. Click the link to go to the Group Policies page to verify or assign policy members.

Portal Access

Representatives can only access portals where their team has been granted access. Portal access options allow members of a team to access all portals or selected portals.

Allow members of this team to access all portals

Check the box to allow members of the selected team access to all portals.

Allow members of this team to access the following portals

This option only appears if the option above is not checked. Check the box for each portal that members of the selected team can access. Members of a team should always have access to the default portal. Unchecked portals do not appear on the list of portal options when the representative generates a session key.

Team Members

Search for users to add to this team. You can set each member’s role as a Team Member, Team Lead, or Team Manager. These roles play a significant part in the Dashboard feature of the representative console.

In the table below, view existing team members. You can filter the view by entering a string in the Filter by name text box. You can also edit a member's settings or delete a member from the team.

To add a group of users to a team, go to Users & Security > Group Policies and assign that group to one or more teams in a given role.

You may see some users whose Edit and Delete options are disabled. This occurs when a user is added via group policy.

You can click the group policy link to modify the policy as a whole. Any changes made to the group policy apply to all members of that policy.

You also can add the individual to the team, overriding their settings as defined elsewhere.

Equilibrium Settings

Manage automatic session routing for this team using equilibrium.

Routing Algorithm

If this is set to Least Busy, a session in this queue is assigned to the least busy representative who is available to take sessions from this queue. If it is set to Skills Match, Least Busy, then if a session has needed skills marked and is in this queue, that session is assigned to the representative with the best skills match who is available to take sessions from this queue.

Alert Timeout

A representative has as long as is set here to either accept or reject an assigned session. If the representative rejects the session or fails to respond before the timeout, the session will be reassigned to the next best matched representative who is available to take sessions from this queue.

Waiting Session Rule

You also can create a Waiting Session Rule. If enabled, set how long a session is allowed to remain in this queue. Then choose the action to take if the session waits for longer than the set time. You can either transfer the session to an overflow queue, or you can mark the session as overdue. A session that becomes overdue plays an audio alert, flash in the queue, causes the queue itself to flash, and displays a pop-up notification. These notifications can be modified in the representative console settings.

For more information, please see .

Dashboard Settings

Within a team, a user can administrate only others with roles lower than their own.

Roles apply strictly on a team-by-team basis, so a user may be able to administrate another user in one team, but not be able to administer that same user in another team.

Monitoring Team Members from Dashboard

If enabled, a team lead or manager can monitor team members from the dashboard. Choose a selection to Disable the ability to monitor, restrict monitoring to Only Representative Console, or allow a team lead or manager to monitor a team member's Entire Screen. Monitoring affects team leads and managers for all teams on the site.

Enable Monitor Indicator

If this option is checked, a team member whose screen is being monitored sees a monitoring icon on their screen.

Enable Session Transfer and Take Over in Dashboard

If this option is checked, a team lead can take over or transfer a team member’s sessions. Similarly, a team manager can administrate both team members and team leads. The team lead must have start session access to the Jump Item that was used to create the session, unless the option below is also checked.

Allow Team Managers/Leads to use "Transfer", "Take Over" and "Join Session" for sessions that are started from Jump Items to which they do not have "Start Session" access

If this option is checked, a team lead can join or take over a team member's sessions, even if the team lead does not have start session access to the Jump Item that was used to create the session.

 

For more information, please see Monitor Team Members in the Dashboard .

Team Chat History

Enable Replay of Team Chat History

If this option is checked, chat messages to everyone in the Team Chat area of the representative console persist between representative console logins.

This prevents loss of chat history if the connection is lost. This does not affect chat within a session, or private chats.

Hours of Team Chat History to Replay

By default, 8 hours of history is retained. This can be changed from a minimum of 1 to a maximum of 24, using the + and - icons or entering the desired value. The time is set in one hour increments. Click Save after changing the time.

A maximum of 1000 chat messages is replayed. This limit applies regardless of the number of hours selected.

Rep Status

Configure up to 10 status codes to allow representatives to indicate their status when they opt out of automatic session assignment. When representatives change their status, the new status displays in the representative console dashboard for all team managers. Representative status changes are also logged in the Team Activity Report.

Add New Rep Status Code, Edit, Delete

Create a new rep status code, modify, or remove an existing rep status code. There are 3 predefined status codes: Available, Away, and Busy. The Available status code may not be modified or deleted. The Away and Busy status codes may be modified but not deleted.

Display Name

Create a unique name to help identify this rep status code.

Code Name

Set a code name for integration purposes. If you do not set a code name, one is created automatically.

Display As

Select the Away or Busy option. This is what team members see for each representative’s status in the Dashboard feature in the representative console when the representive is using this status code.

Auto Status Options

Select default statuses to display in the representative console dashboard when a representative is idle or busy and they have not manually changed their status.

Rep Idle Status

Specify a status to automatically set when the representative is idle.

Rep Busy Status

Specify a status to automatically set when the representative is busy.