Teams in Flex is currently available as a limited public beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as generally available. Public beta products are not covered by an SLA.
With Teams in Flex, you can create a hierarchical structure that groups Flex users together for easier user management, reporting, and oversight. In Console, you can organize teams across three levels: teams, groups of teams, and a group hierarchy.
From the Teams page in Flex UI, Supervisors can quickly see which team their agents are on, view and interact with the agents on their teams, and filter their view by the teams they manage.
This document contains information about creating a team hierarchy in Console and outlines how supervisors can use the Teams page in Flex UI.
Team hierarchy in Flex allows you to add teams to a Group of teams and then place those groups inside a broader Hierarchy of groups. This enables your organization to structure teams in a way that mirrors operations and provides greater visibility.
Team members are typically agents who report to the same supervisors and are grouped by a reporting structure. Supervisors and admins can also be members, but you can only be a member of one team at a time.
Initially, all Flex users are automatically members of a system-generated team called Default. Admins can assign members to any team, which removes them from their current team.
Team owners are typically supervisors. As a team owner, you can view your team members, modify member skills and status, and join your team members' calls or conversations with call and chat monitoring. Owners can't see or manage members outside of their teams.
Hierarchy and group levels can only have team owners, and can't have members assigned to them directly.
Supervisors who aren't team owners can view all agents on the Flex UI Teams page. However, they can't update agent skills, availability, capacity (via plugin), or monitor call or chat transactions.
By default, admins have full visibility and access to all members and owners in the account.
Flex Teams have the following size limits:
The default team doesn't have a size limit. All Flex users are automatically a part of the default team. The default team is a system-generated team that you can't edit or delete.
Note: The following steps 3-5 are optional and are only needed if you're setting up higher-level hierarchies. This is especially helpful in larger organizations where you need a clear structure to oversee multiple teams and groups efficiently.
You can see the top-level hierarchy group you created in the Teams list.
You can use SAML attributes to manage which team a user joins as well as which teams supervisors can monitor. Automating team assignments in Flex grants users immediate access to their primary team's resources and functionalities when they log in. It also streamlines administrative workflows by reducing the manual effort typically required to manage team memberships and ownership.
To learn more about how to set up your Flex SSO integration to support SAML attribute mapping of teams, see How to configure user SAML attributes for automated team assignment.
Once your teams are configured, turn on Enable Teams view for Flex application users.
If you don't turn on the Teams view (beta), you'll see the previous version of the Teams page in Flex UI, and any teams you created in Console won't show in Flex UI.
On the Teams page, supervisors can filter by teams they are owners of. A Teams column is also available, so you can see which team an agent belongs to. The Teams page displays up to 200 agents.
If you change or update a team owner in Console, make sure the supervisor refreshes their Flex UI to reflect the updated teams on the Flex UI Teams page.
When a supervisor uses the Flex UI or Worker Update API to modify the skills or status of a worker, the backend permissions checks to see if the worker is a member of the supervisor's team. These permissions ensure that supervisors don't have access to all user data, and limits supervisors to modifying their team members.
Scoped permissions for supervisors are only enabled when the new Teams view is turned on for the account. Turning off the view reverts scoped permissions to allow supervisors to modify the skills and status of all agents.
Scoped permissions don't apply to Flex admins. Admins can update any worker.