[ACD] Manage Teams

The content in this article is appropriate for: Administrators and Supervisors

To access this page, click Agent Management in the left-hand navigation bar to drop down the available page options, then click Manage Teams.

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On this page, you can set the priority of Teams (Campaigns) within Programs. This is done by applying weight to the campaign. Campaign calls with assigned weights will be answered first, the heavier the weight- the higher the priority.

Open

• This page lists all of the Teams

  • There is no Search function, but you can sort each column in ascending/descending order by clicking the column header.

• On this page:

  • Team ID

  • Team (Campaign) Name

  • Program/Client

  • Focus

    • Sales or Service Level

  • Number of Agents assigned to the Team

  • Weight

    • click and drag the slider to assign a weight

    • as you move the slider, the corresponding Weight % will be assigned

  • Last Update