Organizing Zoom Contact Center users into teams

Requirements for organizing Zoom Contact Center users into teams

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license

How to create a team

1. Sign in to the Zoom Web Portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Teams.
3. In the top-right corner, click Create Team.
4. Under Team Name, enter a display name for your team.
5. (Optional) Under Parent Team, select a team from the list if you want to assign a parent team.
   Note: If no parent team is selected, the new team will become a parent team by default.
6. (Optional) Under Description, enter a brief description of the team.
7. Click Create.

How to add supervisors or agents to a team

1. Sign in to the Zoom Web Portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Teams.
3. Click the display name of the team you want to add supervisors and agents to.
4. To add supervisors or agents to your team:
   • Under User management, click Add supervisors. Search for and select a supervisor from the list and click Add.
   • Under User management, click Add agents. Search for and select an agent from the list and click Add.
     Note: A team can have up to 50 supervisors and unlimited agents. If at least one selected user is part of another team, you will get a prompt that they will be removed from their current team when you add them to this team.
5. Click Add.

How to add a child team

1. Sign in to the Zoom Web Portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Teams.
3. In the right-most column of the team you want to add a child team to, click the ellipsis icon then Add Child Team.
4. Enter a display name and description for the new team.
5. Click Create.

• A team can have up to one parent team.
• In the top-right corner, you can find which team you have selected.

How to edit a team

1. Sign in to the Zoom Web Portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Teams.
3. Click the display name of the team you want to edit.
4. Click the ellipsis icon next to the team name to edit the team name.
5. To the right of the Parent name, click the pencil icon to edit the parent name.
6. To the right of the Team description, click the pencil icon to edit the team description.
7. (Optional) Under User management, add supervisors or agents to a team.
8. (Optional) Under Child teams, add a new child team.
9. Click Create.

How to move a team

1. Sign in to the Zoom Web Portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Teams.
3. In the right-most column of the team you want to move, click the ellipsis icon then Move Team.
4. Select the desired team from the list.
5. Click Save.

How to delete a team

1. Sign in to the Zoom Web Portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Teams.
3. In the right-most column of the team you want to delete, click the ellipsis icon then Delete.
   A verification dialog will give a warning about the consequences of deleting a team. Before proceeding, you have the following options:
   • Move child teams and agents to original parent team: Move all child teams and agents back under their original parent team.
   • Reassign child teams and agents to a new team: Move any child teams and agents to a new team.
   • Delete child teams and agents: Remove the team along with all associated child teams and agents.
4. If you select to delete child teams and agents, click Delete to confirm.

• Deleting a team cannot be undone.
• Deleting a team will remove the teams from templates where they’re assigned.

How to remove supervisors or agents from a team

1. Sign in to the Zoom Web Portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Teams.
3. Click the display name of the team to edit it.
4. Click the User management tab.
5. Select the checkboxes next to supervisors or agents, then click Remove at the top of the table.