# Work Teams

**Navigation:** Admin → Directory → Work Teams
**Also accessible via:** Menu → User Management → Work Teams
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## 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.

> ⚠️ **Not related to Microsoft Teams.** Genesys Cloud Work Teams and the Microsoft Teams integration are completely separate features.

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## 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) |

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## 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 |

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## Creating a Work Team

1. Click **Admin**
2. Under **Directory**, click **Work Teams**
3. Click **New Team**
4. 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 |

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

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## 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:**
1. Admin → Contact Center → Queues → select queue
2. Click the **Members** tab → **Groups** tab
3. Click **Add Group** → search for and select the work team
4. Click **Add Selected** → Save

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## 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**

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## 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.

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## 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

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## 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.

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## See Also

- **Groups (People & Permissions)** — for routing, role assignment, and chat rooms
- **Queue & Routing Management** — for assigning work teams to queues
- **Divisions & Access Control** — division membership rules affect work team eligibility
- **Architectural Build Order** — work teams are built in Phase 3 (People), after users and before queues