Workforce Engagement Management

Did you know about Work Teams?

What are they:

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

Why have work teams:

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.

What permissions control the ability to create and manage work teams:


Things to Note:

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

Certain restrictions apply to work team membership:

• There is a limit of 100 users per work team.
• Work team members can belong only to one work team.
• You can add only users who belong to the divisions to which you have access.
• Team members must belong to the same division.
• Supervisors do not need to belong to the work teams they manage.

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