Support.com® Cloud can group Agents into Teams and provide analytics on a per-Team level. See Team and Agent Performance (opens a new article) and Team and Agent Comparison (opens a new article). It is therefore important to create Teams and assign users to those Teams in a way that will facilitate reporting and decision-making based on those reports. For example, you can create Teams by specialty (such as Windows® support specialists), location (such as Redwood City or Headquarters), or both.


Selecting Admin in the Navigation bar and then selecting Operations>Teams in the sub-menu navigation opens the Teams screen.

This screen allows you to:



Viewing Existing Teams

The Teams screen contains a table that displays the following information and functions for each Team:


  • Checkbox: You may select one or more Team(s) by checking the checkbox(es) next to the Team(s) you want to select.
  • Quick Edit: Clicking the Quick Edit icon (lightning bolt) for a Team opens the Quick Edit pane for that Team (see Quick).
  • Edit: Clicking the Edit icon (group of people) for a Team opens the Users pane for that Team (see Full).
  • Delete: Clicking the Delete icon (trash can) for a Team deletes that Team from Support.com Cloud (see Deleting a Team).
  • Name: Name of the Team.
  • Description: Brief description of the Team.


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Adding a Team

To add a new Team to Support.com Cloud:

  1. In the Teams screen, click the green Add New button at the top right of the table.

    The Team Details screen appears for the new Team.



  1. Enter the following information in the appropriate fields:
    • Name: Enter a name for the Team (required)

    • Description: Enter a description for the Team in this field (optional).
  1. Review the information you entered for the new Team, and then click the green Save button.

Support.com Cloud will do the following:

  • Add the new Team
  • Close the User Details screen and return you to the Users screen.


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Editing a Team

Support.com Cloud allows you to perform either a quick or full edit for a Team.


  • Quick edit: Allows you to change the name and/or description of the Team. See Quick.
  • Full Edit: Allows you to add and/or remove users assigned to that team. See Full.


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Quick

To quickly edit a Team:

  1. Click the Quick Edit icon (lightning bolt) for the Team you want to edit.

    The Quick Edit pane expands for that Team.




  1. You may edit any of the following information in the appropriate field(s):
    • Name

    • Description
  1. Click the Update button to save your changes.

Support.com Cloud will do the following:

  • Update the Team.
  • Close the Quick Edit pane and return you to the Teams screen.


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Full

To quickly add or remove one or more user(s) in the Team:

  1. Click the Edit icon (group of people) for the Team you want to edit.

    The Teams pane appears for the selected Team.




  1. Assign and remove user(s) as follows:
    • To assign users to the Team, browse the Available Users table to find the user(s) to assign, and then click the Add User icon (plus sign) for each user you want to assign. The assigned user(s) will appear in the Assigned Users table.

    • To remove assigned users from the Team, browse the Assigned Users table to find the user(s) to remove, and then click the Remove User icon (minus sign) for each user you want to remove. The removed user(s) will appear in the Available Users table.
  1. Click Update to save your changes.

Support.com Cloud will:

  • Update the user assignments for the Team.
  • Close the Users pane and return you to the Teams screen.


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Deleting a Team

You may delete one or more Team(s) as follows:

  1. Select the Team(s) to delete.
    • To delete a single Team, click the Delete icon (trash can) for that Team.

    • To delete one or more Team(s), check the checkbox(es) for the Team(s) that you want to delete, and then click the Delete button at the top left of the table.
  1. A confirmation popup appears.


  1. Click Yes to delete the Team(s).

Support.com Cloud will:

  • Remove all affected users from the Team(s) being deleted. Users who are assigned to multiple Teams will remain assigned to their remaining Team(s). Users who were only assigned to the Team(s) being deleted will appear as Unassigned in the Users screen.
  • Delete the selected Team(s).
  • Close the confirmation and return you to the Teams screen.


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