Reporting Teams

This option allows you to group agents for statistical/reporting purposes. The following restrictions apply:

  • Users can only be allocated to a single team

  • Recursive grouping is not allowed

Note: The reporting teams are stored in historical reports.

To access the Reporting Teams, select the following menu options:

On the left-hand side appears a list of all the currently defined Reporting Teams. Checking the Show Inactive box on the bottom will also display the inactive reporting teams. Selecting one of them shows on the right-hand side its parameters for viewing or editing:

  • Description: A descriptive name for the reporting team
  • Active (checkbox): Whether the reporting team is active or not
  • Users: The list of users for the reporting team

Actions

The following actions are available through the toolbar on the right panel:

Icon Description

Add new Reporting Team as follows:

  1. Provide a Description and click the icon

    Tip: Teams can be named arbitrarily but sometimes it is useful to set the description to reflect the team leader assignment by providing the name of the team leader.
  2. Click the icon being sure that the new team is selected

  3. Click the icon on the bottom toolbar to add users

    1. Select an Access Level and a (reporting) Team
    2. Provide any search text in First Name, Surname and User Logon Id fields (optional)
    3. Tick the Show Inactive Users checkbox if you want to display them in the results
    4. Click the icon
    5. Select one or more users on the search results by clicking anywhere in the rows
    6. Click the icon
  4. Click the icon again to add the new team to the system.
You can modify the Description, the Active flag of the team. And you can add/ remove users assigned to this team by clicking the or icons respectively.

Removes a reporting team (with confirmation).
Commit your changes to the system.