Creating teams in Lead Center

Lead Center administrators can group agents into teams. Teams help by organizing your agents based on their roles, functions, schedules, or other factors. You’ll use these teams when you create queues and build call flows.

Create a team from the navigation bar

1. Click the Settings icon on the left navigation bar.
   
   
2. Choose the company where you'd like to create a team.
   
   
3. Click Workflow at the top of the page.
   
   
4. Choose Teams from the Manage header on the left.
   
   
5. Click the Create Team button at the top right.
   
   
6. Type the team name in the box at the top. “Night shift” or “sales team” are examples of team names.
   
   
7. Select the agents you want to add to the team from the dropdown menu.
   
   
8. Click the Create button at the bottom right.

Create a team from Team View in Lead Center

1. Click Team View from the top navigation.
   
   
2. Select the Create a Team link at the top of the left panel.
   
   
   
   
3. Type the team name in the box at the top. “Night shift” or “sales team” are examples of team names.
   
   
4. Select the agents you want to add to the team from the dropdown menu.
   
   
5. Click the Create button at the bottom right.

Once you have created a team, make sure to add that team to a call flow so they can start receiving calls.

FAQs

Why can’t I edit the All Agents team?
The All Agents team is automatically updated when a new Lead Center Agent is added or removed. It cannot be edited manually.