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Creating and Editing Teams

Engage allows you to create new and edit existing teams via the call center functionality.

info
  • Any member in the team can be set as a team lead.
  • A team lead can view stats of all agents within its own team.
  • A team lead can edit the information, calls, and appointments of his/her team members only.
  • A single team can be in more than one campaign.

Create a Team​

Follow the steps defined below to create a new team of callers under a certain campaign.

1. Click Communications in the top menu bar and then Call Center in the quick navigation section to view the Call Center screen.

Land onto Call Center screen gif

2. On the Call Center screen, click the three(...) dots and select Manage Teams and Campaigns. Under the Teams tab, click the Create New Team option to land onto the Create New Team page.

Land onto create new team screen gif

3. In the Team Information section, input the Name of the team and its Description.

Team Information

4. In the Team Members section, add the team members by clicking the + Add Team Members(s) option. Add the user as a team member, click OK and then Create.

Important

Users who have access to the call center can be added as a team member only.

Team Members gif

Edit a Team​

To edit an existing team, click on the drop-down and then the Edit icon at the end of each team row or the Team Name under the Teams tab to navigate to the respective team page. Change any information, add or remove team members and click Save.

Editing Team gif