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Teams are a flexible way to organize any number of users. Example uses for
teams include:
Groups of users who are skilled for a particular function.
A team leader and their team members.
Users in a certain Location.
User grouped by the shift timing.
A team organizes groups of users. You can use teams to assign users to call or
chat queues, to control (in conjunction with custom roles and
permissions)
the types of data that users can access, and for reporting. You can designate a
team manager who can control data access for team members.
Used to organize a list of users.
Users can be assigned to multiple teams.
Team managers will have access to monitoring information of the
agents on their team and any sub-teams.
Agents in the sub-team of a top-level team will be assigned to any
queues that the top-level team is assigned to.
For example, if the top-level team is Support, and the sub-team is L1,
and Support is assigned to a queue, L1 will also be assigned and
will be offered calls from that queue
When using teams to assign agents to a queue, a team manager with an agent
role can be assigned to a queue.
Configuration
The following sections describe how to add and configure teams.
Add a new team
In the CCAI Platform portal, go to Settings > Users & teams.
Click Add a team.
Enter a team name. The team name cannot contain colons ":".
Click Add.
View existing users and teams
The user list for any selected team will only display the list of users
directly assigned to that team or sub-team. To avoid confusion and not
show an agent or user assigned to a sub-team multiple times in any
higher-level teams, users only show in the team they are directly
assigned to.
Example:
Top-level team A (450 users) - all 450 agents are assigned to
sub-teams, none are directly assigned to team A - user list will
show: 0 users
Team A-1 (200 users) - user list will show: 200 users
Team A-2 (150 users) - user list will show: 150 users
Team A-3 (100 users) - user list will show: 0 users
Team A-3.1 (90 users) - user list will show: 90 users
Team A-3.2 (10 users) - user list will show: 10 users
Edit a team name or team members
Click the pencil icon for the team that you want to edit.
OR
Edit the team members in the window on the right.
Edit team structure
In the CCAI Platform portal, go to Settings > Users & teams.
Click the pencil icon next to Teams.
Use the key on the left for instructions on how to edit, reorder, and
reorganize.
Click Done when your changes are complete.
Add team managers and team members
A team manager that is assigned the manager role can see monitoring data in the
dashboards and agent pages. A team manager that is assigned the agent role can
be assigned to a queue.
More information about user roles can be found in the default
roles
documentation section.
From users & teams, click the team name (in the following example,
the chosen team is highlighted).
Click Add team managers in the Manager section, then
select users from the available list.
Tip: Add users as team managers before adding as a team member.
Once the user is added as a team member, they will need to be
removed to be added as a team manager.
Click Add agents to select agents from the
list of available users who have been assigned agent permissions.
Remove a team member or manager by clicking the X adjacent to the user's
name.
Add team members from a user list
From users & teams, click one of the user lists, for example
all users, agents, managers, or admins.
Select the checkbox next to the users you would like to add to the team.
Click Add to a team.
Select the team(s) by marking the checkbox next to the team name.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eTeams organize groups of users for various purposes, including assigning users to queues, controlling data access, and reporting.\u003c/p\u003e\n"],["\u003cp\u003eUsers can belong to multiple teams, and teams can be structured in a hierarchy with top-level teams and sub-teams.\u003c/p\u003e\n"],["\u003cp\u003eTeam managers can be assigned to manage teams and access monitoring information for their team members, and team managers with agent roles can be added to a queue.\u003c/p\u003e\n"],["\u003cp\u003eAdding users to teams can be done through direct assignment or by selecting users from existing user lists.\u003c/p\u003e\n"],["\u003cp\u003eThe team user list only displays members directly assigned to the team or sub-team to avoid confusion of duplicate users in higher-level teams.\u003c/p\u003e\n"]]],[],null,["# Add, view, and edit teams\n\nTeams are a flexible way to organize any number of users. Example uses for\nteams include:\n\n- Groups of users who are skilled for a particular function.\n\n- A team leader and their team members.\n\n- Users in a certain Location.\n\n- User grouped by the shift timing.\n\nA team organizes groups of users. You can use teams to assign users to call or\nchat queues, to control (in conjunction with [custom roles and\npermissions](/contact-center/ccai-platform/docs/user-roles-permissions#custom_roles_permissions))\nthe types of data that users can access, and for reporting. You can designate a\nteam manager who can control data access for team members.\n\n- Used to organize a list of users.\n\n- Users can be assigned to multiple teams.\n\n- Team managers will have access to monitoring information of the\n agents on their team and any sub-teams.\n\n- Agents in the sub-team of a top-level team will be assigned to any\n queues that the top-level team is assigned to.\n\n For example, if the top-level team is Support, and the sub-team is L1,\n and Support is assigned to a queue, L1 will also be assigned and\n will be offered calls from that queue\n- When using teams to assign agents to a queue, a team manager with an agent\n role can be assigned to a queue.\n\nConfiguration\n-------------\n\nThe following sections describe how to add and configure teams.\n\n### Add a new team\n\n1. In the CCAI Platform portal, go to **Settings \\\u003e Users \\& teams**.\n\n2. Click **Add a team**.\n\n3. Enter a team name. The team name cannot contain colons \":\".\n\n4. Click **Add**.\n\n### View existing users and teams\n\nThe user list for any selected team will only display the list of users\ndirectly assigned to that team or sub-team. To avoid confusion and not\nshow an agent or user assigned to a sub-team multiple times in any\nhigher-level teams, users only show in the team they are directly\nassigned to.\n\nExample:\n\n- Top-level team A (450 users) - all 450 agents are assigned to\n sub-teams, none are directly assigned to team A - user list will\n show: **0 users**\n\n - Team A-1 (200 users) - user list will show: **200 users**\n\n - Team A-2 (150 users) - user list will show: **150 users**\n\n - Team A-3 (100 users) - user list will show: **0 users**\n\n - Team A-3.1 (90 users) - user list will show: **90 users**\n\n - Team A-3.2 (10 users) - user list will show: **10 users**\n\n### Edit a team name or team members\n\n1. Click the pencil icon for the team that you want to edit.\n\n OR\n2. Edit the team members in the window on the right.\n\n### Edit team structure\n\n1. In the CCAI Platform portal, go to **Settings \\\u003e Users \\& teams**.\n\n2. Click the pencil icon next to **Teams**.\n\n3. Use the key on the left for instructions on how to edit, reorder, and\n reorganize.\n\n4. Click **Done** when your changes are complete.\n\n### Add team managers and team members\n\nA team manager that is assigned the manager role can see monitoring data in the\ndashboards and agent pages. A team manager that is assigned the agent role can\nbe assigned to a queue.\n\nMore information about user roles can be found in the [default\nroles](/contact-center/ccai-platform/docs/user-roles-permissions#default-roles)\ndocumentation section.\n\n1. From **users \\& teams**, click the team name (in the following example,\n the chosen team is highlighted).\n\n2. Click **Add team managers** in the **Manager** section, then\n select users from the available list.\n\n **Tip**: Add users as team managers before adding as a team member.\n Once the user is added as a team member, they will need to be\n removed to be added as a team manager.\n3. Click **Add agents** to select agents from the\n list of available users who have been assigned agent permissions.\n\n4. Remove a team member or manager by clicking the **X** adjacent to the user's\n name.\n\n### Add team members from a user list\n\n1. From **users \\& teams** , click one of the user lists, for example\n **all users** , **agents** , **managers** , or **admins**.\n\n2. Select the checkbox next to the users you would like to add to the team.\n\n3. Click **Add to a team**.\n\n | **Note:** This option won't be available when **show deactivated** is checked.\n4. Select the team(s) by marking the checkbox next to the team name.\n\n5. Click **Add**."]]