Teams are virtual groups that allow you to manage your inbound and outbound calls. You can create teams for each department/region in your call center and add users/agents to them. For example, US team, Billing team, Travel Booking Team. High Escalation team, etc.
Additionally, you can assign each team to a call queue and easily monitor your call team's performance and efficiency.
User Requirements: Only admins and account admins can create new teams.
Before creating teams, make sure to add agents/users in your account. Also, ensure that the users activate their accounts.
Log in to your Freshdesk Contact Center account.
Go to Admin Settings > Teams.
Click New Team.
Enter the team name.
Click on the Agents option. You will see the list of agents added to your account. Select the users you want to add to the team.
Click Add Team.
Note: For instructions on creating an omnichannel team from within your associated caller account, check omnichannel groups.
To edit an existing team:
Log in to your account.
Go to Admin Settings > Teams. Here you can see the list of existing teams in your account and the number of agents assigned in each team.
Hover over the team you want to edit, and click on the edit icon.
Under Edit Team details, you can change the team name or add/remove agents to/from the team.
Click Save Changes.