Team Leads Overview
Team Leads in inContact WFMv2 allow you to group agents by assigning them to a specific team. Team Leads do not have to be people. In fact, because the names of supervisors can change, inContact recommends that you use team names rather than the names of personal team leaders.
Team Leads are used in scheduling, and control the Must Work/Exclude table (see <hrefneeded>). Agents can only belong to one Team Lead.
If your system integrates with the inContact Cloud Contact Center, consider whether you want to use the same Teams in inContact WFMv2 that you use in Central. Since these Team Leads are used in scheduling, and Central Teams are primarily used for reporting purposes, you may need to use a different Team structure.
You can assign agents to Team Leads on the Manage Team Leads page, the Manage Agents page, or the Manage Multiple Agents page.