Create a Team

General Settings

Site

Select the site from the drop-down list. You can’t edit the site later.

Name

Enter the name for the team. Generally, use names that indicate the function of the team, such as Billing or Customer Support.

Type

Choose the team type from the following:

• Agent Based: You assign a specific number of agents to the team.

• Capacity Based: You don’t assign any specific number of agents to the team. You use capacity-based teams for voice mailboxes or agent groups that are not managed by the Webex Contact Center system.

  The capacity setting determines the capacity of such teams. But, the team capacity strategy in the Routing Strategy module overwrites the capacity setting. For more information, see About Team Types.

Team Status

Select the status of the team to indicate whether the team is available to handle customer contacts. You can’t change the team status when the team is part of any routing strategy.

Status

This setting appears on the Edit page to specify whether the team is Active or Not Active.

Advanced Settings

DN

Enter the dial number where the system distributes the calls for this team. This setting is applicable only for capacity-based teams.

Priority

The priority of the team. Currently we don’t support this feature.

Capacity

Enter the maximum number of simultaneous contacts that this team can handle. The system routes any contacts beyond this number as per the routing strategy. And, if there are no routing strategies, then the system queues the contacts.

This setting is applicable only for capacity-based teams.

You can create scheduled team capacity strategies to override this setting for dynamic contact center conditions. If you don’t create any team capacity strategy for a capacity-based team, the system uses this capacity value. For more information, see Scheduling Team Capacity.

Skill Profile

(Optional) If your enterprise uses the optional Skills-Based Routing feature, you can select a skill profile for this team. For more information, see Skill Profiles.

Multimedia Profile

(Optional) If your organization administrator enables Multimedia for your enterprise, you can select a multimedia profile for this team. For more information, see Multimedia Profiles. This profile overrides the multimedia profile that you assign to the site of this team.

Agents

Select agents to the team from the drop-down list. You can only assign the agents that your organization administrator provisions for your enterprise. For more information, see View the Details of a User.