Manage Teams in Live Experience

Learn about managing and creating teams in Oracle Live Experience. Having teams allows you to group users so that they can share a call queue.

The following graphic shows the Manage Teams screen in the Admin Console and calls out areas of interest.

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Description of the illustration manage_teamsrs.png
  1. To open the Manage Teams screen, from the Admin Console navigation menu, click Users, then click the Teams tab.

  2. To open the Manage Users page, click the Users tab.

  3. Click Add New Team to create a new team.

    See Adding or Modifying a Team for more info.

  4. You can use the Search field to search for teams by name.

  5. Click the pencil icon to modify a team.

    See Adding or Modifying a Team for more info.

  6. Click the trash icon to delete a team.

    If the team is used in a routing rule, you will be prevented from deleting the team. If you still want to delete a team, you will first have to edit the routing rule to unreference the team you want to delete.

Adding or Modifying a Team

Only an administrator can add or modify a team.

The following graphic shows the Teams screen in the Admin Console, which you see when you add or modify a team, and calls out the areas of interest.

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Description of the illustration add_modify_teamsrs.png
  1. The name of the team. The name in the title automatically updates to match the value you enter in the Name field.

  2. Enable the Shared Queue feature to set this team's call queue as a shared queue. When shared, incoming engagements are presented to all associates in the team and anyone can answer. Otherwise, incoming engagements are routed to the associate in the team who has been idle the longest.

  3. Use Max Wait Time in Queue to limit how long a customer can wait in this team's call queue. When the limit is reached, the customer is disconnected and has to call again.

  4. Use Limit Max Queue Length to limit the number of customers who can wait in the call queue for this team. When the limit is reached, new callers are shown a message asking them to call back later. This way, you can spare your customers having to wait too long when call volumes are high.

  5. Enable Limit Availability to programmatically set when this team is available to be routed incoming engagements. Live Experience will then only route engagements to this team during the configured time.

  6. The list of users who belong to this team. Remember, only users with the Associate role can be assigned to a team.

  7. Click the X icon to remove a member from the team.

  8. Click Add Members to open a dialog that lets you add users to the team.

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Common Tasks for Administrators