Navigation Prompt
Go to USER MANAGEMENT > click Add & Edit Users > Click EDIT on the user you wish to move.
The following pop-up window will then appear:
The Agent's current team will be selected in the drop-down box. To change the Agent's team, click into the drop-down box to reveal the list of active teams, select the new team from the list and then click Update user.
This action will have the following consequences:
The Agent will move to the new team, and all future performance of the Agent will be stored and reported against the new team.
All performance before the agent's move will be stored and reported against their old team.
When viewing the agent's detailed performance, all data related to the agent, including both the old and new teams, will be visible.
Note: Only users with the Agent role can be assigned to a team. The dropdown only shows active teams from your structure/org-chart. If you need to move an agent to a team that doesn't exist yet, you'll need to create it first in the Structure section.