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  • 1.  How to create Team and add supervisors/agents to a team

    Posted 12-14-2022 23:29
    No replies, thread closed.
    In Genesys Cloud Cx, how can we create Team and add/assign supervisors/agents to a team? Supervisor should be able to monitor all agents assigned to that team.
    #SystemAdministration

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    Meegada Sreeni
    Blue Cross Blue Shield of Michigan
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  • 2.  RE: How to create Team and add supervisors/agents to a team

    Posted 12-15-2022 01:12
    No replies, thread closed.
    You will need to create Work Team

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    Muhammad Zubair Awan
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    Original Message


  • 3.  RE: How to create Team and add supervisors/agents to a team

    Posted 12-15-2022 01:12
    No replies, thread closed.
    Best is to put agents in a team and then have them and the supervisor in their own Division.  That will limit visibility to the supervisor for only agents in that division.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 4.  RE: How to create Team and add supervisors/agents to a team

    Posted 12-18-2022 20:58
    No replies, thread closed.
    Thanks, Robert, for responding.If we have only 1 division and around 400 different teams can above solution works? I am still trying to understand WORK TEAMS which Zubair mentioned above.Thanks again.

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    Meegada Sreeni
    Blue Cross Blue Shield of Michigan
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    Original Message


  • 5.  RE: How to create Team and add supervisors/agents to a team

    Posted 12-19-2022 11:11
    No replies, thread closed.
    @Meegada Sreeni, Genesys documentation for Work Teams indicates a single organization can have a maximum of 200 work teams.  You would have to reach out to Genesys to see if that limit can be modified.

    -Derek​​

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    Derek Cowan
    Intel Corporation
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    Original Message


  • 6.  RE: How to create Team and add supervisors/agents to a team

    Posted 12-20-2022 09:04
    No replies, thread closed.
    A few other important items / limits:

    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.

    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.

    https://help.mypurecloud.com/articles/teams-overview/

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    Peter Schroeder
    American Customer Care, Inc.
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    Original Message


  • 7.  RE: How to create Team and add supervisors/agents to a team

    Posted 12-20-2022 10:11
    No replies, thread closed.
    One thing to remember is that many of the "limits" in Genesys Cloud can be increased if there is a good business case for the increase.  For instance, if you said you required 400 teams, you would open a case with Genesys Cloud Support with a good business reason and that would be reviewed by engineering and the PM for a special increase.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 8.  RE: How to create Team and add supervisors/agents to a team

    Posted 01-05-2023 23:31
    No replies, thread closed.
    Thanks Robert.I will work on this in our ORG.

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    Meegada Sreeni
    Blue Cross Blue Shield of Michigan
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    Original Message


  • 9.  RE: How to create Team and add supervisors/agents to a team

    Posted 07-27-2023 11:53
    No replies, thread closed.

    Hi @Peter Schroeder,

    I have something similar to do in one of my project . But I am unable to see Work teams under directories. Is it because of any permissions or Genesys has not enabled work team for everyone?

    Also , May I ask if we do have any other way to create sub groups under a single division ,where groups under a different dicision can not see each other's data too?



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    Neha Neha
    Accenture LLP
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    Original Message


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