Overview

This enhancement extends team management capabilities by enabling agents and supervisors to be assigned to multiple teams, allowing for greater flexibility and better alignment with evolving work streams. Additionally, the feature introduces the ability to add supervisors to outbound campaigns in an agent capacity, ensuring seamless participation and oversight across campaign activities.

Who Is This For?

• Customer Admin and Supervisor user(s) on Workspace.

Adding Agent and Supervisor to Multiple Teams

1. Log in to the workspace as an Administrator or Supervisor.

2. Navigate to the Teams section.

3. Depending on your role:

   • Administrators will see all teams created within the account.

   • Supervisors will see only the teams where they are assigned as a supervisor.

4. Select the team you want to update and click Add Agents.

5. In the Add agent to a team search box, type the name of the agent or supervisor you want to add.

6. Select the user from the search results and click Add.

The same agent or supervisor can be added to any number of teams, with no limit on team assignments.

Note: Supervisors can also add themselves as an agent to teams where they are assigned as a supervisor.

Adding Supervisor to the Outbound Campaigns as an Agent

1. Log in to the workspace as an Administrator or Supervisor.

2. Navigate to the Campaigns section.

3. Select the campaign you want to update and click Edit.

4. Go to the Step #3 “Participants” of the campaign edit flow and click “Add Agents or Teams”

5. In the Agents section you will now be able to search or navigate to any user with a supervisor role and add them to the campaign.

6. Similarly in the Team section you can search or navigate to any team and add the complete team to the campaign including the supervisor of that team.

The same supervisor can be added as an agent to any number of campaigns, with no limit on campaign assignments.

 Frequently Asked Questions (FAQs)

1. Can admin add themselves as an agent to any team(s)?

Yes. Admin can add themselves to any teams(s) as an agent. There are no restrictions.

2. Can admin add themselves as an agent to outbound campaign(s)?

Yes. Admin can add themselves to any outbound campaigns(s) as an agent. There are no restrictions.

3. Can supervisors add admins to their teams as an agent?

No. Supervisor cannot add admins to their teams. Its only admin who can add themselves to a team.

4. Can a user with admin role add others admin(s) to any team(s) or outbound campaign(s)?

Yes. A user with admin role add others admin(s) to any team(s) or outbound campaign(s).