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If a Teammate is assigned to multiple Teams within the same workspace, is there a way to make them active in one or some of the Teams during certain days or hours?

  • 30 April 2022
  • 2 replies
  • 71 views
C

The problem we have is our support agents wear many hats and support various different platforms. We have one team setup for each platform. One agent could be assigned to as many as 5 teams at one time. Their skillset determines which teams they will be assigned to. However, sometimes we are short staffed in one area and we need them to solely focus on that platform and not the others they're assigned to. It's a manual process to go into the other Teams they're assigned to and remove them so they don't get chats from the others.

 

Is there an efficient way to have one teammate assigned to multiple teams, and only be active in certain teams instead of all?

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Best answer by Aparna 4 May 2022, 18:49

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2 replies

A

Hey @christy w​ ! It is not possible to show a teammate as active in one team and as inactive in another team. As you mentioned at the moment you need to manually remove the teammate from a specific team inbox, so conversations are not assigned to them automatically from those team inboxes or you need to opt to manually assign conversations from all team inboxes so teammates can manually pull/assign the conversation from a specific team Inbox which need more focus.

P

Yes, within the same workspace, a teammate assigned to multiple teams can be made active in specific teams during certain days or hours to address staffing needs efficiently. This customization allows for targeted allocation of resources based on platform demands without the need for manual adjustments, ensuring optimal utilization of skills and resources within the support system.

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