The Team Hierarchy

If you think of your organization, you likely have a hierarchy where team members report to a team leader, and team leaders likely have a manager, as well. Agent Connect allows you to build your organization’s hierarchy into the platform by developing a hierarchy through Teams.
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When a user profile is created we require for a Team Leader to be selected which the user will report to within a Team hierarchy.

Note: A user in any role which has the ‘Manage User’ permission option enabled is able to serve as a Team Leader within your organization’s hierarchy.

We provide you with three default profile roles which you can use to build your team:

Team Members are likely your customer service agents, but they could also be sales representatives or happiness champions! Team Members may report to a Team Leader (like a manager or supervisor), but they're also able to report directly to Admins or another role if you'd like! You can also build a multi-level hierarchy where Team Leaders can report to other Team Leaders to reflect multiple levels of management within a greater team.

Role permissions are editable and will vary across organizations but typically a Team Leader will have more permissions and features available than Team Members, so they're able to approve their team's pending profiles, view their team's trends dashboard, or receive negative feedback alerts for their agents.

Admins will normally have the most powerful profile role and the most permissions available to them. Admins by default are able to view all team and team member dashboards, export all responses, and edit profile roles for other users within their organization.

You also have the ability to create additional Roles to serve different functions (like QA Reviewers, Coaches, or custom Agent roles) within your organization that can also be incorporated into your Team hierarchy. For additional information on Roles within Agent Connect including details on scope and individual permissions please refer to our article here.

In addition to creating a hierarchy by Teams we also recommend leveraging Groups to segment data which could include different departments or sites of your support organization. You can use group-level reporting to determine how a particular group of teams or employees is doing as compared to a different group, or how subgroups are performing compared to each other. Additional guidance on creating and managing Groups can be found here.