A team is a set of MSPComplete agents who have similar expertise. When you run a service for a customer, you assign each task in the service to an agent or a team. If you assign a task to a team, agents who are members of that team can claim the task, or MSPComplete can assign the task to an agent automatically depending on how the team is configured.
Sections in this article:
Add a Team
Follow these steps to add a team:
- Select the workgroup on the top of the left navigation pane.
- Click People in the left navigation pane.
- Click the Team tab.
- If you have not set up any teams, create the first team in the main pane. After that, the main pane displays a list of teams and you can click New Team to display the team setup form.
- Enter a name for the team. Choose a name that reflects the team agents’ skills and differentiates this team from others.
- Select the task assignment method:
- Pull from Queue: Service tasks are assigned to the team, and any team agent can claim tasks on the My Tasks page. Before the service starts, MSPComplete notifies you if the team task has not been claimed by any of the team agents.
- Load Balance: MSPComplete automatically assigns Service Tasks to the team agent who has the fewest assigned tasks. The schedule and duration of the assigned tasks are not considered.
- Under the People section, select each agent who should belong to the team.
- Click Create New Team.
Edit a Team
Follow these steps to edit a team by adding more agents, changing the team’s task assignment method, or deleting the team:
- Select the workgroup on the top of the left navigation pane.
- Click People in the left navigation pane.
- Under the Teams tab, click the ellipsis icon for a Team, and then select one of these options:
- Edit. You can change the team name or the task assignment method.
- Add Agent. You can assign a new agent to a team here. Administrators and managers can also do this by editing the agent’s account information under the All tab of the People page.
- Delete Team. Note that if you delete a team that has pending tasks assigned to it, the tasks will be unassigned and you will need to reassign them manually in the Delivery Center.
- Change the information in the form that appears, and then click Save.