Work Teams

What Are Work Teams?

Work teams are supervisor-managed groups of agents used to monitor performance and manage workforce operations collectively. They are distinct from Groups (People & Permissions) in purpose and behaviour.

Work Teams vs. Groups — Key Differences

Feature	Work Teams	General Groups
Primary purpose	Performance management & WFM	Routing, chat, role assignment
Membership rule	One team per division per user	Users can belong to multiple groups
Division requirement	All members must share same division	Members can span divisions
Chat room created	No	Yes (automatic)
Role assignment	No	Yes
Queue membership	Yes (add team to queue)	Yes (add group to queue)
Schedule management	Yes (WFM schedules)	No
Automatic membership	No (manual only)	Yes (rule-based or skill expression)

Org Limits

Item	Limit
Work teams per org	200 (contact Customer Care to increase)
Work teams per user	1 per division
Division requirement	All members must belong to the team's assigned division

Creating a Work Team

Click Admin
Under Directory, click Work Teams
Click New Team
Fill in the required fields:

Field	Notes
Name	Appears in views and lists
Description	Purpose/context for the team
Division	All members must belong to this division

Add members — you can only add users from divisions where you have the Assign permission
Save

Adding a Work Team to a Queue

Work teams can be assigned to queues in place of individual users.

⚠️ Mutually exclusive: You cannot mix individual users and a work team on the same queue. If you switch from users to a work team, the previously selected individual users are removed.

Steps:

Admin → Contact Center → Queues → select queue
Click the Members tab → Groups tab
Click Add Group → search for and select the work team
Click Add Selected → Save

What Supervisors Can Do with Work Teams

Work teams enable the following supervisor capabilities:

Performance Monitoring

Filter Agent Performance / Detail views by work team
Filter Agent Status view by work team
Filter Agent Evaluation view by work team
Filter Queue Performance Detail by work team

Workforce Management

View and edit WFM schedules by work team
Schedule activities for an entire work team at once
Filter Real-time Adherence by work team
Assign quality policies to a work team

Audit & Tracking

Work team membership appears on the People page
Changes to work team membership are recorded in the audit trail

Permissions Required

Action	Permission
Create / manage work teams	Groups > Work Team > Add, Edit, Delete
Add members from a division	Groups > Work Team > Assign (for that division)
View work teams in WFM schedules	Groups > Work Team > View (non-conditional = all teams in management unit)

ℹ️ If you have no Work Team permissions at all, the work team selector does not appear in WFM schedule views.

Relationship to Divisions

When creating a work team, the division controls which users are eligible for membership
A supervisor can only add users from divisions where they have the Assign permission
Users can belong to one work team per division — so a user in multiple divisions could technically be in one work team in each

Relationship to WFM Business Units and Management Units

Work teams operate within the WFM scheduling hierarchy:

Business Unit
  └── Management Unit(s)
        └── Work Teams (filter / schedule view layer)

Work teams are not the same as management units. Management units group agents for forecasting and scheduling capacity (max 1,500 agents). Work teams are a supervisory filter and scheduling activity tool layered on top.