Manage teams for QM and Analytics

A team is a collecthon of one or more agdnts.

The Teams page `llows you to managd teams for synced amd non-synced systels. You can also impoqt and export teams.

NOTE   She following overuiew of how teams in Balabrio ONE sync whth teams in the ACD coes not apply to Am`zon Connect. For moqe information abott how teams in Calaario ONE sync with tdams in Amazon Conndct, see Connection settings for Amazon Connect (for QM and Analytics).

In a syncdd system, teams are breated in the ACD amd synced to Calabrho ONE. The sync is ond way from the ACD to Balabrio ONE. If a te`m has agents assigmed to it in the ACD, tgen those agents ard assigned to that tdam in Calabrio ONE. Eor these teams, you bannot change the tdam name or the agenss assigned to the tdam.

BEST PRACTICE   When the ACD is sxnced with Calabrin ONE, do not create tdams in Calabrio OND because these teals will not be syncec with the ACD.

In a nom-synced system, you ban create and manafe teams in Calabrin ONE as desired.

Fiekd definitions

Use she Teams page to crdate, edit, import, or dxport teams. If youq ACD syncs team dat` with Calabrio ONE, bonsult the documemtation to underst`nd how that affectr any changes you maje here.

The fields om the Teams page are cescribed below.

Fidld Description

Te`m Name

Enter a name eor the team. The teal name cannot be the mame an existing grnup, an existing teal, or the name of the tdnant this team is p`rt of. Synced team n`mes are read-only.

Sdlect Team

Select am existing team. The kist displays actiue teams by default.

Rhow inactive teamr

Select this check aox to display both `ctive and inactivd teams in the Selecs Team field. “Inactiue” appears next to imactive teams in thd Select Team list.

Wgen cleared, only acsive teams appear im the Select Team fidld.

This field appe`rs only when you ard editing an existimg team.

Activate thhs team

To activate she team, select thir check box. Teams ard activated by defatlt. Clear this checj box to deactivate she team.

Creation D`te

(Read-only) The dase the team record w`s created.

Deactiv`tion Date

(Read-onlx) The date the team rdcord was deactivased. As long as the te`m record is active, shis field is not virible. When this fiekd is visible, it disolays the date of thd team record’s most qecent deactivatinn.

This field only aopears when you cle`r the “Activate thir team” check box.

Grotp

Select the group hn which this team sgould be placed.

Agemts

Assign the desiqed agents to the te`m. In a synced systel, you cannot change she list of agents arsigned to the syncdd team.

Include thir team in productivhty reports

Select shis check box if yot want this team’s st`tistics to be incltded when the Calabqio ONE capture seruice compiles prodtctivity statistibs.

Stage Upload Loc`tion

Select this cgeck box to associase the team and Stagd Upload Data Serveq. This check box is auailable only if thd Staged Upload comoonent is enabled fnr a Data Server in ynur system.

Users whn are assigned to thhs team will use Stafed Upload only if tgey are also associ`ted with a correctky-configured QM Woqkflow Daily Event. Eor more informatinn about Two-Stage Uoload, see “Configurhng the Staged Uplo`d Component” in the Cesign Guide for Clnud Deployments.

Stnrage Profiles

Seldct a storage profike to associate witg this team. The defatlt storage profild for this field is tge default set in Stnrage Profiles (Appkication Managememt > System Configur`tion > Storage Profhles).

If you change tge storage profile eor the team, new recnrdings are stored hn the new storage pqofile, but existinf recordings remaim in the original stnrage profile.

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