How can I add a new Team?

Subject

Applies to: Admin/Branch Manager
Purpose: How to add a new team
Location in Ricochet: Management > Teams

Description

These instructions describe how to create a new team in Ricochet by naming the team, and selecting its configuration options. They explain how to add all users or specific users, enable call transfer acceptance based on agent states, block lead assignment for team members, and make the team available in the call transfer dropdown.

Resolution

Optional: View the interactive tutorial for this process:

Click here to open the step-by-step tutorial in a new tab

1. To create a new Team in Ricochet, click Manage

2. Click Teams

3. Click Create team

4. Click in the Name area and type in a name for the team.

5. Click this checkbox for All Users if you wish to select all users to be a part of this team.

Note: Selecting this checkbox will hide the "Users" selection below.

6. Click this checkbox to enable the users on this team to be able to accept Call Transfers based on the State(s) in their Agent Profile.

7. Click this checkbox if you wish to block lead assignment for the users added to this team.

Lead assignment will be prevented when any phone call type is made to a lead.

8. Click this checkbox if you want this team to appear in the Transfer to Team dropdown on the dialpad during an active call.

9. Click in the Users area to select one or more users to be added to this team.

10. Click Save

11. Refresh your browser so the team will show up in all locations of Ricochet.