How do I move an agent from one team to another?
Required Feature Flags
The following permissions are required to use this feature:
Required Permissions:
Manage Users (
admin.org.users.manage) — to change an agent's team assignment
Go to User Management > Add & Edit Users and click Edit on the user you wish to move.
The user profile pop-up appears. The agent's current team is 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, then click Update user.
This action has the following consequences:
The agent moves to the new team. All future performance is stored and reported against the new team.
All performance before the agent's move is 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 — is 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, create it first in the Structure section.