A team is defined as a group of agents of a similar division working together to improve the workflow and efficiency of the tasks.
Creating a Team is essential for the evaluation process to be conducted. If an Agent is not assigned to a Team and a Theme, the evaluation process will not work.
Each Team can have a Team supervisor who can help track the progress of each Agent assigned.
Teams are assigned to a particular Theme. So instead of assigning every agent a script, Agents are grouped as a team according to the nature of their work and then is assigned a Theme. Therefore this reduces redundancy.
Teams can be created and managed under the Teams section.
To learn how to create a team, click here:
To learn how to edit a team, click here: