About Team Types

When you create or modify a queue routing strategy, the following two options appear to choose:

• Agent-based teams have a known number of agents assigned to them. In the Provisioning module, Agents are set up and assigned to one or more teams. These agents use the Agent Desktop to interface with the Webex Contact Center system.

• Capacity-based teams don’t have specific agents assigned to them, and the agents don’t use the Agent Desktop. For example, an outsourcer might have teams that use a PBX or an ACD to handle calls. You can use a capacity-based team to represent a voice mailbox or an agent group, which Webex Contact Center doesn’t manage.

  The capacity of these teams is based on the provisioned team capacity setting, which can override the team capacity strategies. For more information, see Scheduling Team Capacity. If the team's actual capacity is higher than the value currently used by the system, the agents are left with no calls to handle. And conversely, making strategy design more challenging

When creating a routing strategy, you can mix team types. Remember that the accuracy of call routing to capacity-based teams depends on the capacity number specified.