Teams & routing

Overview

• Roles can be scoped to one or more teams — limiting what an agent sees in their queue and what they can act on.
• Auto-assign supports round-robin or least-busy (by open count weighted with priority and SLA risk), or you can drive assignment from automation actions.
• Routing is presence-aware: least-busy skips agents who are Away, Busy, or Offline, and round-robin prefers online agents.
• A team transfer sets the new owning team; the request's appended status history is preserved. Note that SLA policies match by team, so a transfer may re-match a different policy.

Step by step

1. 01

   Create the team

   Settings → Teams → New. Pick a name, an owner, and the agents who belong to it. Optionally bind a default request type.

2. 02

   Assign roles

   Settings → Users → Edit user. Pick the role and check the teams it applies to. A user can have different team scopes.

3. 03

   Configure auto-assign

   Team detail → Routing. Choose round-robin or least-busy. Least-busy weighs open requests plus priority and SLA risk so an overloaded agent gets bypassed.

4. 04

   Handle escalation

   Add an SLA escalation rule (Settings → SLAs → policy → escalations) with the Reassign team action to move at-risk work to another team automatically.

Good to know

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