Managing Teams

Teams group your support agents — by department, specialty, shift, or however your organization is structured.

Prerequisites

• You must have the CC Admin or CC Supervisor role.
• Navigate to Settings → User Management → Teams.

The Teams Table

The table shows each team's name, description, member count, created by, and date created. Sort by any column or search by name.

Creating a Team

1. Click New Team.
2. Enter a name and description, then click Next.
3. The member picker appears — search for users and click to add them.
4. Click Create Team.

Editing a Team

1. Click Edit on the team's row.
2. In the edit modal, you can:
   • Update the team name and description
   • Change a member's role — each member is either Team Lead or Member (use the role dropdown next to their name)
   • Click Remove to remove a member
   • Click Add members to search for and add new users
3. Click Save.

Note: Users already on the team are shown as unavailable in the add-members list.

Deleting a Team

1. Click Delete on the team's row.
2. Confirm in the dialog: "Are you sure you want to delete the team? This action cannot be undone."
3. Click Yes, Delete.

Note: Deleting a team does not deactivate its members — they remain in the system and can be added to other teams.