About Agent Teams

To see agent teams you will need to be an eGain Analytics user linked to an ICM Person with an Agent who is a supervisor and has either primary or secondary supervisor roles within one or more teams. You will then be able to see Agent teams for which they are a supervisor within the current security context.

An agent team is a group of individuals that can be managed by a supervisor. Agents are assigned to agent teams individually. When configuring agent teams, be aware of the following rules:

• An agent cannot be a member of more than one team.

• An agent team can have a single primary supervisor, or no primary supervisor.

• An agent team can have any number of secondary supervisors.

• An agent team can have multiple secondary supervisors but only one primary supervisor.

• A supervisor for an agent team may be a member of that agent team, but does not need to be a member.

Related Information

• Creating an Agent Team

• Editing an Agent Team

• Deleting an Agent Team