About work teams

Work teams are groups of agents that a supervisor manages as a unit. 

Learn about work teams

Learn what work teams can do for your contact center.

Create work teams

Supervisors with the appropriate work teams permissions can create and manage work teams. 

Assign work teams to queues

Supervisors can assign a work team to a queue instead of assigning users one by one to a queue.

Manage work teams

Supervisors are responsible for the performance of their work teams. Supervisors can use work teams as a filter to monitor adherence and to filter by work teams in performance views. Supervisors can also view and edit schedules for specific work teams and schedule activities by team.