Create a team in Sparkcentral

Admins can add teams to Sparkcentral by following these steps:

1. Go to Admin settings, expand Agents and teams, select Teams, and then select Add team.
2. Enter a name for the team.
3. Set Queue overview options to control the types of changes agents can make to filter settings.
   • Use the active channels filter: Allows agents to select or deselect channels they have access to. If this check box is cleared, all channels are active.
   • Use any of the queue filters: Allows agents to use any of the queue filters. If this check box is cleared, the default filter settings are used and agents can see all unowned and owned conversations. Conversations owned by other team members are not visible.
   • Change the sorting order of the queue: Allows agents to change the sort order of conversations in the queue. You can also choose a default sort order.

To set up skills-based routing to a team, see Skill set routing in Sparkcentral.

Assign channels and members

After creating and saving a team, the Channel access and Members sections appear.

Add your team to any channel by toggling Access on under Channel access.

• A team can have access to multiple channels.
• Channels can be assigned to multiple teams.

Add members to your team by toggling Access on under Members.

• A team consists of 1 or more members.
• A user can be a member of more than one team.

You can assign members one of the following roles:

• Viewer - Can see all conversations routed to that team but cannot respond
• Contributor - Can respond to conversations
• Supervisor - Can respond to conversations and has access to the team report

Edit user access

You can edit a user's account to assign either channel-based access or team membership. In Admin settings, expand Agents, and then select the Edit icon next to a user.

• Channel-based access: “Team-less” users with channel access permissions.
• Team membership: Members belong to a team and have access to the team’s channels.

Changing from channel-based access to team membership:

• Channel settings will be retained, so if you switch back to channel-based access, the channel configuration for that user happens automatically.
• Members lose ownership of any conversations.

Changing from team membership to channel-based access:

• Team settings are not retained.
• Members lose ownership of any conversations.