Work Teams Navigation: Admin → Directory → Work Teams Also accessible via: Menu → User Management → 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. ⚠️ Not related to Microsoft Teams. Genesys Cloud Work Teams and the Microsoft Teams integration are completely separate features. 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. 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