Teams

Creating a team in Connect

Access Settings

  • Go to the Connect dashboard and click on "Settings."

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Navigate to Company Settings

  • In the settings menu, find and click on "Company."
  • Within the company settings, select "Teams."

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Create a Team

  • Click on "Create Team" to initiate the process.
  • Fill in the necessary details in the dialog box:
    • Team Name: Provide a name for the team.
    • Add Teammates: Add members to the team by selecting from the available list.

Set Assignment Methods

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Manual Assignment

  • In this method, conversations are not automatically assigned to specific team members.
  • Agents can manually select and pick up conversations from the queue based on availability, workload, or expertise.
  • This method provides flexibility for agents to manage their workload and prioritize conversations according to their capacity and expertise.

Round Robin Assignment

  • With round-robin assignment, conversations are distributed among team members in a sequential order.
  • Each conversation is assigned to the next available team member in the rotation.
  • This method ensures that conversations are evenly distributed among team members, preventing any single agent from being overloaded while promoting fairness in workload distribution.

Balanced Assignment

  • In balanced assignment, conversations are distributed among team members with balance in mind.
  • The system considers factors such as workload, skill level, and availability of team members before assigning conversations.
  • Conversations are distributed in a way that ensures each team member has a relatively equal workload, optimizing team efficiency and productivity.

Team Lead Assignment

  • With team lead assignment, conversations are routed to a designated team lead for handling.

  • The team lead is responsible for overseeing the team's conversations, providing guidance, support, and escalation as needed.

  • This method is beneficial for teams with hierarchical structures where team leads play a crucial role in managing and coordinating the team's activities.

    • Select Team Leader: Choose the team leader from the list of members.
    • Set Business Hours: Specify the business hours for the team.
  • Click "Save" to create the team.

After creating the team:

  • You can view the name, email address, role, and status (online/offline) of the team members.
  • You have the option to add or remove teammates, and delete the entire team section.

This comprehensive guide ensures that users can effectively create and manage teams in Connect, facilitating smooth collaboration and communication within the organization.

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