Assigning Agents to Teams

Assign agents to teams so work can be routed to the people responsible for a particular service area.

Add an agent to a team

1. Open the team record or agent administration area.
2. Select the agent.
3. Add the appropriate team membership.
4. Review any access implications.
5. Save the change.

Multiple teams

An agent may belong to more than one team when their responsibilities genuinely span several service areas.

Assignment behavior

Team membership can affect which tickets an agent handles and which automated assignment strategies are appropriate.

Access implications

Do not assume team membership is only organizational. In some configurations it can also influence record access.

Removing membership

Remove the agent from a team when the operational relationship ends.

Good practices

Keep team membership synchronized with real responsibilities. Stale memberships can cause incorrect assignment, confusing queues, or excess access.