Teams

Owned by Olesya Tantsyura
Last updated: Mar 21, 2024
3 min read

1. Description

It is designed to create Teams. The Team is used to customize the work of Agents by task types.

It consists of the following elements:

  1. Creation tool (Fig.1(1));

  2. Search field (Fig.1(2));

  3. Refresh button (Fig.1(3));

  4. Registry (Fig.1(4));

  5. Pagination (Fig.1(5)).

Fig. 1. Teams page

1.1. Creation tool

Use the Add button (Fig.1(1)) to create a new object. Access to a General tab opens after clicking. You can open tabs for an existing Team through the entries editing tool (see paragraph 1.4.4).

Tabs:

1.2. Search field

The search is performed on the Name column.

1.3. Refresh button

(Fig.1 (3)).

1.4. Registry

The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:

  1. Checkbox;

  2. Name;

  3. Strategy;

  4. Editing tool;

  5. Removal tool.

If there is no entry on the page, then an additional Add button is displayed in the register, the functionality of which duplicates the Add button in paragraph 1.1.

1.4.1. Checkbox

Fig. 2. Confirm deletion modal window

1.4.2. Name

The name of the Team is displayed here. Clicking on the team's name opens that team's General tab.

1.4.3. Strategy

Displays the call distribution strategy for the Agent for this team—more information about strategies is here. 

1.4.4. Editing tool

1.4.5. Removal tool

Fig. 3. Confirm deletion modal window

1.5. Pagination

2. Opportunities

2.1. Create a new Team

Goal

Create a new Team

Goal

Create a new Team

Preconditions

  1. Access to the Admin application;

  2. Access to the Teams section in the Admin application;

  3. Permission to create in the Teams section.

Steps



  1. Click the Add button. The General tab opens.

  2. Enter data. The Save button becomes active.

  3. Click the Save button. Access to the Permissions tab is opened.

  4. Fill in the required data in other tabs.

  5. Click the Save button

Result

Data saved. The Team is created.

2.2. Delete a Team

Goal

Delete a Team

Goal

Delete a Team

Preconditions

  1. Access to the Admin application;

  2. Access to the Teams section in the Admin application;

  3. Permission to select and delete in the Teams section;

  4. The presence of at least one Team.

Steps



  1. Find the Team you want to delete in the registry;

  2. Click the delete button -

    . A modal window opens to confirm the deletion;

  3. Click the Yes button.

Result

The modal window closes. The Team is removed.

2.3. Delete several Teams

Goal

Delete several Teams

Goal

Delete several Teams

Preconditions

  1. Access to the Admin application;

  2. Access to the Teams section in the Admin application;

  3. Permission to select and delete in the Teams section;

  4. The presence of at least one Team.

Steps



  1. Find the Teams you want to delete in the registry. Select them using the checkbox;

  2. Click on the delete button at the top of the registry. A modal window opens to confirm the deletion.

  3. Click the Yes button.

Result

The modal window closes. Teams are removed.

2.4. Edit a Team

Goal

Edit a Team

Goal

Edit a Team

Preconditions

  1. Access to the Admin application;

  2. Access to the Teams section in the Admin application;

  3. Permission to edit in the Teams section;

  4. The presence of at least one Team.

Steps



  1. Find the Team you want to edit in the registry.

  2. Click on the edit button in the entry of this Team. The General tab opens.

  3. Open the tab you need.

  4. Make changes.

  5. Click the Save button.

Result

Data saved.