Teams Configuration & Routing

Overview

This article covers managing teams: creating them, assigning members, and understanding each role's scope. For the full routing logic, see Routing incoming interactions to agents, which is the canonical source of truth.

The Teams page

The Teams page lists every team on the account, showing team name, description, number of agents, and last-updated date. From here Admins can search teams by name, add a new team, sort by name/agent count/update date, and open a team's detail page.

Every account also has a system-generated "All users list" — not a real team, not editable, and never used for chat assignment. It simply tracks everyone with Contact Center access.

Creating a team

1. Click Add Team
2. Enter a team name (required) and description (required)
3. Optionally assign a supervisor and team members from the account's user list
4. Save

From a team's details page, Admins can search agents by name or skill, bulk-assign skills, edit team info, edit an agent's primary/secondary skills, or delete the team (only once all members have been removed — deletion is irreversible, though historical reports remain available under an archived name).

Roles inside a team

Routing summary

In short: the routing engine matches an incoming conversation to an agent by primary skill first, then secondary skill, then any available agent in the team. Sticky agent, SLA, and operating-hours behavior are all covered in full in Routing incoming interactions to agents — this page won't repeat that detail.

Limitations