Manage Your Teams

Quick links in this article:

Getting started

To manage your teams, navigate to the Users and teams page in your domain settings, and click into the ‘Teams’ tab.

In order to ensure your contact centre routing works correctly, it is critical you have at least one team, and complete ALL of the following steps:

• Add team members (and ensure those team members have sufficient user capacities!)

• Map the team to queues so you can tell Gnatta where to get work

• Set a schedule so you can tell Gnatta when this team is available

• Map your team to channel accounts, so you can tell Gnatta which accounts the schedule applies to

Open

Navigate to your team in Settings

Create a new team

You can create a new team using the button on the top right of the screen. You’ll be asked to provide a name and list any users that you want to join your team.

Open

Create a new team

Changing team members

Click ‘Edit users’ to manage the members of your team.

Assign to a queue

In order for the members of your team to receive interactions, you’ll need to assign the team to a queue(s). When an interaction is added into the queue, it can then be assigned to a member of your team.

Set a schedule

You may want to avoid assigning work to your team outside of working hours - you can control that via the Schedule settings.

Click ‘Edit schedule’ to open the editor. You can use the 24h mode, or get more detailed using the Custom times mode. Click on the days of the week to indicate whether they should be active, or not.

If you need different times for different days (for example, shorter weekend hours) click + Add another time on the 'Custom times' mode.

Add channel accounts

Next, ensure you’ve mapped your team to all of the relevant Channel accounts - this will tell Workflow which accounts your team schedule applies to. It’s critical you do this as well as mapping Queues, as both links feed into your routing logic (more on routing here: https://gnatta.atlassian.net/wiki/spaces/HELP/pages/2430763050 ).

Remove a team

You’ll only be able to delete a team when you have more than one team created in Gnatta. When you want to delete a team, you can do so using the three-dot options menu.

What’s next?

If you’ve finished sorting your users and configuring your teams, you can move on to some final user management tweaks (like adjusting individual agent capacities) - or onward to begin configuring your automatic routing logic.