Teams

In many cases, users fall into a small number of categories with similar access needs. A team of agents all performing the same tasks often has identical access needs. You can greatly simplify access control by adding individual users into teams and then setting the appropriate permissions and campaign access.

Actions

• Associations: Hover over the icon to view the active associations
• activity log-2 View Activity Log: Click on the icon to view a summary of events. Learn more about the activity log
• view callbacks View Callbacks: The scheduled callbacks for the team.
• Modify Team: Click on the icon to modify the team.
• Delete Team: Click the icon to delete the team. A confirmation screen will appear to confirm the deletion.

Create Team

Step 1. Click on the ‘Create Team’ button on the top right to create a new Team. Complete the required fields in the pop-up window and click ‘Create’ to proceed. You will see a confirmation once the Team has been created successfully, and you will be redirected to the team details page to complete the setup process.

• Team Name: Enter a unique name.
• Team Description: Enter a brief description.

Step 2. Configure the Team settings on the team details page. When done, click on ‘Submit’ to save your changes.

• Shift Enforcement:

You can define when members of this team can log in and when they must log out using this feature. Activating this feature will enforce the Shift Schedule assigned to this team.

• Off: Shift schedules will not be enforced, and members can log in and log out anytime they want.
• Start: Team members will only be allowed to log in based on the shift schedule defined below.
• All: Team members will only be allowed to log in based on the shift schedule defined below. They will also be automatically logged off once their shift ends.

Please note: If an agent is on a call and their shift ends, DCDial will wait until the agent completes the call before logging them off.

Allowed Campaigns

The Allowed Campaigns page displays the campaigns that members of this team can access. To add or remove access to a campaign, click on the text box, and a list of all the available campaigns will appear. Select the checkbox next to the campaign you want this team to access or uncheck the box if you would like to decline access. If you want the system to automatically grant access to any new campaign created in DCDial, toggle the 'Allow New Campaigns' option to On.

Shift Schedule

To assign a shift schedule to this team, click on the drop-down menu and check the box next to the schedule you would like to assign. You may assign multiple schedules to a single team.

Team Interactions

In this section, you can select whether the members of the team have permission to interact with other team members in the agent portal. 

• Select Teams: Select the teams where the members of this team can interact within the agent portal.
• Filter Teams: Filter the members of the team selected above:

• Active: Agents of the selected teams that are logged into any campaign.
• Campaign: Agents of the selected teams that are logged into the same campaign.
• All: All active and inactive agents within the selected teams.

This tab displays the users that are members of this team. To add new users to this Team, go to the user details page.

Modify Team

Click on to modify a team.

Bulk Change

Bulk Change allows you to transfer all team members from one team to another.

Step 1. Click on the 'Bulk Change' button in the top right corner. Complete the required fields in the pop-up window and click on 'Bulk Change' to proceed. You will be redirected to the Modify Team page. You will see a confirmation once the team has been changed successfully and redirected to the details page to complete the setup process.

• Source Team: Select the source team to transfer the members from.
• Destination Team: Select the destination team to transfer the members to.

Step 2. Configure the settings on the team details page. When done, click on ‘Submit’ to save your changes.