Work teams overview

To assess the performance of contact center supervisors, contact center managers typically evaluate the agents who report to those supervisors. To make that easier, supervisors can organize the agents that they manage into work teams.

Work teams offer these administrative benefits:

  • Work team membership appears on the People page.
  • Changes in work team membership appear in the audit trail.

Work teams also provide workforce and quality management abilities:

  • Administrators can assign quality management policies to work teams.
  • Supervisors can use work teams as filters to monitor adherence and performance.
  • Supervisors can filter for work team data in Agent performance views.
  • Supervisors can view and edit schedules by work teams and schedule activities for work teams.

  • Unlike groups, work team members can belong to only one work team.
  • Team members must belong to the same division.
  • By default, you can have no more than 200 work teams per org. If you need more, contact Customer Care.
  • When you create a work team, you can only add users who belong to the divisions in which the supervisor has the Assign permission.

Permissions control the ability to create and manage work teams.

Permission Description
Groups > Work Team > All Permissions Assigns all work team permissions, including any future permissions.
Groups > Work Team > Assign Add members to a work team or remove members. 
Groups > Work Team > Add Create a work team.
Groups > Work Team > Delete Delete a work team.
Groups > Work Team > Edit Edit work team name or description.
Groups > Work Team > View View a work team and its members.