Agent Team
Enables supervisors to oversee agents' activities, provides additional support if needed. Also allows supervisors to monitor and analyze their performance metrics in real-time.
An AgentTeam consists of a group of agents, supervised by one or more supervisors (one primary and one secondary), with the primary supervisor overseeing their activities and the secondary supervisor providing additional support, if needed. The team actively connects to specific queues associated with the team, allowing supervisors to monitor and analyze their performance metrics in real-time. This structure streamlines workflow management and enhances operational efficiency.
Agent Teams in EFCX are set up in unified admin. See Team Configuration in Unified Admin
While understanding the Team concept, follow the following key points:
Each team must have a unique team name.
A team can have its description (limit
300letters).A team can have only one primary supervisor.
A team can have one or multiple secondary supervisors
A team can have one or multiple agents
An agent can only be a part of one and only one team.
If a user is assigned to a team as a primary supervisor, they cannot be added to the same team as a secondary supervisor, and vice versa.
To change a team of an agent, you first need to remove the agent from the earlier team and add it to the other team.
Admin can optionally assign/unassign some of the team agents directly to one of the secondary supervisors of the team.
There's absolutely no difference in the capabilities of primary or secondary supervisors. Both share the same feature set.
Queues become a part of a team based on the logical grouping of queues with agents (i.e. queues which agents of the team are a part of, automatically become a part of the team as well).
A supervisor (primary or supervisor) can supervise multiple teams at the same time.
A supervisor can also serve as an agent within the same team or in a different team.
A user can be a primary supervisor for one team while secondary supervisor for another team.
A supervisor is only able to manage his team(s).
A supervisor can monitor and take action on the agents and queues (typically via some dashboards) of their teams. These actions include monitoring agents and changing an agent’s state to "ready" or logging them out forcefully if they are in Not_Ready state, monitoring chats that are active with their team agents, and silently monitoring and barging into the ongoing chats.
A supervisor can create announcements for their team(s) to notify them about upcoming events or share any other information with their team.
An announcement that is created by primary or secondary supervisors will be broadcast to all agents of the team.
A supervisor can login to the unified admin and manage his team(s) only
If admin user creates a team, changes will reflect to the supervisor when he relogsin to the unified admin.
The supervisor can only delete the teams that are created by him.
For CISCO (UCCE and UCCX) teams,
Users can update team information within EFCX, however, these changes are not automatically synced with the CISCO platform.
One-way syncing is enabled. If anything changes in teams' attributes in CISCO, changes will reflect in EFCX teams.
If an agent or supervisor is added to or removed from the team from CISCO, the changes will be reflected in the EFCX teams when the supervisor or agent logs in to Finesse.
Limitations:
Before deleting a user from Keycloak, ensure they are first removed from the CX teams. Only then proceed with deleting the user from Keycloak.
If an agent is deleted from Keycloak, it won't be reflected on the Unified Admin; i.e., deleted agents will still be shown while creating Teams. The user should re-login to the unified admin to see the changes.
If we add or update any user in Keycloak, changes will reflect in the admin panel when a user (admin/supervisor) re-logsin to the unified admin.
After a VM reboot or a restart of the unified-admin pod, it is necessary to log in to the Unified Admin.
This feature is tested with CCX 12.5