Manage Teams

Create a Team

Required permissions: Teams Create

  1. Click the app selector and select Admin.
  2. Click Teams.

  3. Click Create New.

  4. Enter a unique Team Name and specify whether you want to start with a blank team or copy another team's settings. If you choose to copy an existing team, select the team from the drop-down.
  5. If you use custom workspaces in MAX, click Add Custom Workspace URL. Enter the Label and the URL. If you want to see how the workspace will look to agents on this team, click Preview. You can add up to 3 custom workspaces.
  6. Click Next.
  7. Select the checkbox for each feature or product you want to enable for the team. You'll be billed for each agent in the team for the feature, whether the agent actually uses the feature or not. Click Next.

  8. Select the checkboxes for each unavailable codes you want the agents in this team to see in their agent application, then click Add to Team, To select all unavailable codes quickly, click Add All.
  9. Click Next.
  10. Click Create Team.

  11. Configure Contact Settings for this team.

Edit Teams

You can edit teams if you have permission to do so. You may also need additional permissions depending on what changes you want to make:

  • To add or remove unavailable codes, you must have Teams View and Unavailable Codes Edit permissions.
  • To add or remove users, you must have Teams View and Users Edit permissions. Each user must be assigned to a team. If you attempt to remove a user from a team, you're prompted to add that user to another.

  • To duplicate a team, you must have the Teams Create permission.
  • To deactivate or reactivate a team, you must have the Teams Deactivate permission.

Configure Contact Settings

You can configure how you want agents in this team to handle interactions. You can configure your agents for single channel handling, which only allows your agent to handle one interaction at a time. You can also configure your agents for omnichannel, which allows your agent to handle multiple interactions across multiple channels at the same time. If you have granular options enabled, you may be able to configure either type of contact handling for the team.

Configure Single Channel Handling

Required permissions: Teams Edit

  1. Click the app selector and select Admin.

  2. Click Teams and select the team you want to configure.

  3. Click the Contact Settings tab.
  4. Enter values in Concurrent Chats and Auto-Parked Emails to specify the default number of each that agents on the team can handle.

  5. You can customize the type of contacts that specific agents can receive. For example, you might not want to auto-park emails to new agents. To set custom limits:
    1. Find an agent in the list.
    2. Select Custom instead of Default for the setting you want to change.
    3. Enter a new value in the field for each agent.
  6. Click Done.

Configure Dynamic Delivery

Required permissions: Teams Edit

  1. Click the app selector and select Admin.

  2. Click Teams.

  3. Click the team you want to edit.
  4. Click the Contact Settings tab.
  5. Set the Delivery Mode in Team Defaults to Omnichannel or Single Contact.

  6. If you use Salesforce External Routing to route chats and cases to your agents, set the default number of Chats and Emails to Off. Otherwise, move to the next step.

  7. Set the default number of concurrent interactions for Chats and Emails. Set the default number of maximum concurrent interactions for SMS and Work Items you want agents on the team to handle.

  8. Set the Total Contact Count to the maximum number of interactions of any type you want agents on the team to handle at the same time.

  9. If you're configuring an Omnichannel experience, toggle on Channel Lock if you want agents to be able to handle different interaction types but only want them to focus on interactions with a single channel at a time.

  10. Toggle on the Request Contact and Auto-focus options to change the experience agents have in the agent application as needed.

  11. If you want any agents on the team to have different settings, you can modify them by setting Team Default to Off for that agent. Then enter a new value for the setting. Settings at the agent level override settings at the team level. Alternatively, you can configure those settings in the user profile.
  12. Click Done.