Maintenance Manual

Personnel
Team Administration
105
You cannot assign knowledge workers to the same team as agents. Knowledge
workers must belong to a team made up only of knowledge workers. However, a Quality
Management team can have ACD supervisors in addition to non-ACD supervisors.
You cannot create, rename, or remove an ACD team. Create and maintain ACD teams
in Unified CCX.
Managing Teams
TASK
• To configure an ACD team, choose an ACD team from the Team
drop-down list, add or remove QM supervisors, and then click Save.
A
DDITIONAL INFORMATION: When a team is created in Unified CCX, you can only
change the QM Supervisors assigned to the team.
• To add a non-ACD-team, click New, type the team’s name in the field,
and then click OK. Add knowledge workers, ACD supervisors, and QM
supervisors to the new team by clicking Add underneath each section,
selecting the desired names from the list, and then clicking OK. When
the new team is complete, click Save.
A
DDITIONAL INFORMATION: The team’s name must conform to the following rules.
– The team’s name must be unique.
– A team’s name cannot be longer than 32 characters.
• To assign people to a non-ACD team, choose the team from the Team
drop-down list. Add knowledge workers, ACD supervisors, and QM
supervisors to the new team by clicking Add underneath each section,
selecting the desired names from the list, and then clicking OK. When
the update is complete, click Save.
A
DDITIONAL INFORMATION: Use Shift + Click to select adjacent people and Ctrl + Click
to select non-adjacent people.
• To remove people from a team, select the people you want to remove
from a section (for example, Assigned Knowledge Workers, Assigned
ACD Supervisors, or Assigned QM Supervisors), click Remove
underneath the section, and then click OK.
• To rename a team, select the team you wish to rename from the Team
drop-down list, click Rename, type the new name in the field, and then
click OK.
• To delete a team, select the team you wish to delete from the Team
drop-down list, click Delete, and then click Yes.