Managing Teams

A team is your way of grouping agents (or other supervisors and customers) together. Teams are not the same thing as company members:

• Company members are the people with access to a specific company's data
• Teams are an internal organizational unit — typically used to group CIC agents who work together

Creating a team

1. Click Teams (opens in a new tab) in the sidebar.
2. Click New team (opens in a new tab).
3. Give it a name (and any other fields the form asks for).
4. Save.

You're automatically set as the creator and supervisor of the team you just made.

Adding members to a team

1. Open the team's detail page.
2. Find the Members section.
3. Click Add member (or use the invite/search interface) to add existing users.
4. To find users not currently on this team, switch to the Excluded view, which shows everyone available to add.

Removing members from a team

In the Members section, click Remove on the row. The user is no longer part of that team, but their account is unaffected.

Editing or deleting a team

From the team detail page:

• Click Edit to rename it
• Click Delete to remove it entirely

Deleting a team removes the grouping — it does not delete the underlying user accounts.

Naming teams

Use clear, durable names. A team called "Plumbing Pod 1" survives reorgs better than "John's Team" (because John might leave). Names should make sense on a roster six months from now.

Roles within a team

Each team has:

• A creator (who made it)
• A supervisor (the person responsible — usually the same as the creator at first)
• Members (everyone else)

Changing the supervisor reassigns ownership of the team. Useful when a team lead leaves or moves to a different group.

Why teams matter

Teams show up in:

• Reporting (filter calls or dispositions by team)
• Capacity planning (compare actual vs. expected call volume per team)
• Audit logs (who's in which team at any point in time)

If your CIC operations don't lean on teams, you can leave them empty — they're optional, not required.

Next

• Inviting Customers — onboarding contractor employees
• Working Across Companies — managing your portfolio