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. Select Queue overview options to control how agents can view and sort conversations.
   • This team can only see conversations which have been routed to this team - Allow the team to only access conversations that have been routed to their team. If an agent on a team has access to channels outside their team and you select this option, some conversations may not be visible to them. If you don't select the option, teams will see all conversations, not just those routed to their team.
   • Only have maximum number of conversations assigned - Specify the number of conversations that can be assigned to an agent at any one time. You can change the number in the Maximum number of assigned conversations field.
   • Use any of the queue filters - Allow team members to use any of the queue filters to view and filter conversations. If you clear this option, agents can see all unowned conversations, but only their owned conversations. Conversations owned by other team members are not visible.
   • Change the sorting order of the queue - Allow team members to sort the queue by newest, oldest, new, or pending. If you clear this checkbox, you can set the sort order for the team.
     

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.