Team Structure━━━━━━━━━━━━━━━━━━━━━━━━━━━━━Support Team (12 members)├─ Tier 1 Support (8)│ ├─ Sarah Johnson (Team Lead)│ ├─ John Smith│ └─ ...├─ Tier 2 Support (3)│ ├─ Alice Brown (Specialist)│ └─ ...└─ Weekend Support (1)Sales Team (5 members)├─ Inbound Sales (3)└─ Account Management (2)Technical Team (4 members)└─ Engineering Support (4)
New Team━━━━━━━━━━━━━━━━━━━━Name: [Tier 1 Support]Description: [First-line customer support team]Team Lead: [Sarah Johnson ▾]Department: [Support ▾]Members (8):[+ Add members...]
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Configure Team Settings
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Team Settings━━━━━━━━━━━━━━━━━━━━Auto-Assignment:☑ Enable for this teamStrategy: [Round Robin ▾]Working Hours:☑ Use team scheduleHours: Mon-Fri 8 AM - 8 PM ESTMax Load per Agent:[15 ▾] concurrent conversationsEscalation:Escalate to: [Tier 2 Support ▾]After: [30 ▾] minutes unresolved
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Team Permissions
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Team-Level Access━━━━━━━━━━━━━━━━━━━━Can view:⦿ Only assigned conversations○ All team conversations○ All conversationsCan access:☑ Shared knowledge base☑ Team analytics☑ Contact database☐ Billing information
Changing roles immediately updates permissions. Review implications before changing.
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Change Role: John Smith━━━━━━━━━━━━━━━━━━━━━━━━Current: AgentNew: [Manager ▾]This will grant:✓ View all team conversations✓ Reassign conversations✓ Access team analytics✓ Manage team scheduleThis will revoke:(No permissions removed)Notify user of role change: ☑[Cancel] [Change Role]
Team Performance Overview━━━━━━━━━━━━━━━━━━━━━━━━━━━━━Active Team Members: 12/15Currently Handling: 47 conversationsQueue: 8 unassignedToday's Metrics:├─ Avg Response Time: 3.2 min (↓ 15%)├─ Resolution Rate: 87% (↑ 5%)├─ CSAT Score: 4.7/5 (↑ 0.2)└─ SLA Compliance: 94%Top Performers (Today):1. Sarah Johnson - 28 conversations, 2.1 min avg2. Alice Brown - 25 conversations, 2.8 min avg3. Bob Wilson - 23 conversations, 3.1 min avgNeeds Attention:⚠️ Charlie Davis - 8 min avg response time⚠️ 3 conversations >2 hours unattended
Team Announcements━━━━━━━━━━━━━━━━━━━━━━━━━━━━━[+ New Announcement]Recent:━━━━━━━━━━━━━━━━━━━━━━━━━━━━━Nov 29 - System MaintenanceScheduled downtime: Tonight 11 PM - 1 AMNotify customers if they ask about delays.[Edit] [Delete]Nov 28 - New Feature: AI SuggestionsWe've enabled AI-powered reply suggestions.Training video: [link][View]Nov 25 - Holiday ScheduleThanksgiving coverage needed...[View]
Team Meetings━━━━━━━━━━━━━━━━━━━━━━━━━━━━━Scheduled:• Weekly Standup - Every Monday 9 AM• Performance Review - First Friday of month• Training Session - Every other WednesdayNext Meeting: Monday, Dec 2 at 9:00 AMTopic: Week in reviewAttendees: All team membersAgenda:1. Metrics review2. Challenges discussion3. Wins and recognition4. Next week planning[Join Meeting] [Reschedule] [Cancel]
Custom Permissions: Manager Role━━━━━━━━━━━━━━━━━━━━━━━━━━━━━Conversations:☑ View all team conversations☑ Reassign any conversation☑ Close any conversation☐ Delete conversations☐ Export conversation dataUsers:☑ View team members☑ View team performance☐ Add/remove users☐ Change user rolesSettings:☑ Manage team schedule☑ Configure auto-assignment☐ Access billing☐ Modify security settings[Save Permissions]
Team Activity Log━━━━━━━━━━━━━━━━━━━━━━━━━━━━━Filters: [All users ▾] [All actions ▾] [Last 7 days ▾]Today:━━━━━━━━━━━━━━━━━━━━━━━━━━━━━10:23 AM - Sarah Johnson Action: Changed role: John Smith → Manager IP: 192.168.1.10010:15 AM - Admin Action: Added user: jane@company.com IP: 192.168.1.1009:45 AM - John Smith Action: Exported contact data Records: 150 contacts IP: 192.168.1.105[Export Log] [Filter] [Search]
