Teams is a powerful grouping tool within Observe.AI. The Teams feature can be used to group individual users or types of calls based on metadata.
Examples of ‘Teams’:
- ‘Sales Team A’ - comprised of a set list of agents
- ‘Calls Type A’ - comprised of all calls meeting certain metadata, for example, outbound calls from a certain ring group
- ‘Default Team’ will include all agents and all calls
In this article, you will learn:
Navigating to Teams
In the top right hand corner you should find a ‘Wheel’ icon to click, which will bring you to the ‘Settings’ option in the UI.
On this page you will the ‘Teams’ option to the left side of the screen to where you can make your selection and start the process of creating and managing ‘Teams’ for your organization.
Creating a Team
1. In the top right corner, select the ‘Create Team’ blue box option
2. On the next screen, Enter your Team name and then select ‘Create New Team’
a. The next Screen will be a view of your team
Here is where you will have the option to add or remove ‘Users’ to your team along with deleting the team(s) you built.
Add Users to your Team
To add ‘Users’ select the blue button option ‘Add Users’. This will pop an option to add usernames by search option or selecting from a list of usernames to add to your team.
Remove Users from a Team
To remove users from your team you can select the ‘Remove’ action option next to each user's name in your team.
You can also delete your team from this page as well.
Leveraging the Settings Option in your Team View
The ‘Settings’ option in your created team provides another layer(s) of filtering. Here you can leverage your metadata filters that are reflected on the left hand side of the ‘Scorecard’ tab to be built into your team view. This will allow you to filter specific calls that is applied to your Team View
This gives you a preset view for when you log into the UI and select your team view throughout the UI.
Belonging to Multiple Teams
When an agent or user is assigned to a specific team, they will ONLY be able to see information related to their team. Managers, executive leaders and users/agents who work cross-functionally can be added to multiple teams for increased visibility.
Viewing Teams in Observe.AI
Once your team has been created, you will be able to select your team in the View option on the below tabs in the UI.
Feel free to download the below PDF for your own documentation.