Adding Agents to a Team

Users can use the Agent Teams tab to change the team an agent is a member of and, in the case of a supervisor agent, to set the agent as primary or secondary supervisor for one or more teams.

A supervisor agent does not need to be a member of a team to supervise it.

To add an agent to a team as either a supervisor or a member:

  1. In Resource Manager, go to the folder containing the agent you want to update, and view the agents in that folder using the Items panel list view.

  2. In the Items panel, click the agent you want to add to a team. The details of this agent are displayed in the Details panel.

  3. In the Details panel, click the Agent Teams tab. The upper box shows a list of teams the agent is currently assigned to, and the lower box shows a list of teams available in the current folder. You can see the agent teams in other folders using the Selected Path drop-down folder list. The dates between which each team is active are displayed, as is the primary supervisor for that team.

  4. Select teams in the lower box and click on the Add button to add the agent to them. They will automatically be moved into the upper box.

  5. Check the Member box if the agent is to be a member of the team. This box should be checked in most cases.

    An agent cannot be a member of more than one team, though a supervisor can supervise multiple teams.

    • If the agent is a supervisor agent, you may choose to assign them as a supervisor to that team. Select Primary Supervisor or Secondary Supervisor from the drop-down list. A team can have multiple secondary supervisors but only one primary supervisor.

      If you replace an existing primary supervisor, the replaced supervisor will automatically become a secondary supervisor for that team.

    • You can remove the agent from a team by selecting the team (or teams) in the upper box and clicking Remove.

  6. Click Save.

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