Configuring teams in Quality Management

Requirements to configure teams in QM

• Account owner or admin privileges; or relevant role/privilege with QT Team Management permission enabled
• Licensed user with Quality Management license
• Licensed user with Zoom Contact Center license

How to access the teams page in QM

1. Sign in to the Zoom web portal.
2. In the top-right corner, click the Zoom Products icon .
3. In the Zoom Products menu, click Quality Management.
   Quality Management will open in a new browser tab.
4. In the side menu, click Teams.
   The Teams page will display all existing QM teams and their assigned members.

How to create a team in QM

You can create a team in two ways: from the teams page as a standard team or by adding a child team nested under another team.

Note: When you create a team in QM, it is automatically created in Zoom Contact Center (ZCC) as well. This sync works in both directions, in that teams created in ZCC will also appear in QM.

Create from the teams page

To create a team from the teams page, follow these steps:

1. Access the teams page.
2. In the top-right corner, click Add team.
   The Add team window will appear.
3. Enter the team name.
4. (Optional) Enter a short description for the team.
5. Click Add.

Create as a child team

To create a child team, follow these steps:

1. Access the teams page.
2. To the right of the parent team, click the more icon then Add child team.
   The Add team window will appear.
3. Enter the team name.
4. (Optional) Enter a short description for the team.
5. Click Add.

How to manage team settings in QM

Edit a team's name or description

You can update a team's name or description at any time.

1. Access the teams page.
2. Find the team you want to edit using any of these options:
   • Scroll down the team list.
   • Enter the name of the team or one of its members in their respective search fields.
3. Click the team name.
   The team details page will appear.
4. To edit the team name, follow these steps:
   1. To the right of the team name, click the more icon then Rename.
      The Rename team window will appear.
   2. Enter the updated name.
   3. Click Save.
5. To edit the team name, follow these steps:
   1. To the right of Team Description, click Edit.
      The Edit team description window will appear.
   2. Enter the updated description.
   3. Click Save.

Add members to a team

Each team has two roles: Supervisor and Agent. A user's team role is independent of their QM application role.

Note: When you add a member to a QM team, users who also have a ZCC license are automatically synced to the corresponding ZCC team. Users without a ZCC license can still be added to QM teams, but their assignment won't appear in ZCC.

To add a user as a team member, follow these steps:

1. Access the teams page.
2. Find the team you want to edit using any of these options:
   • Scroll down the team list.
   • Enter the name of the team or one of its members in their respective search fields.
3. Click the team name.
   The team details page will appear.
4. (Optional) Click the User Management tab if you're not in that tab.
5. In the top-right corner of the tab, click Add users.
6. Under Assign persona, select the user's role in the team from the dropdown:
   • Supervisor
   • Agent
7. Under Select users, find and select the users you want to add using any of these options:
   • Scroll down the user list.
   • Enter the user name or email in the search field.
8. Click Add.

Move a team

Teams can be reorganized within the team hierarchy by moving them under a different parent team. To move a team, follow these steps:

1. Access the teams page.
2. To the right of the parent team, click the more icon then Move team.
   The Move team window will appear.
3. Select the new parent team.
4. Click Move.

Delete a team

Deleting a team removes it from QM reporting and visibility rules.

Notes:

• Deleting a team does not delete its associated users, only their team assignment within QM.
• Deleting a team cannot be undone.

To delete a team, follow these steps:

1. Access the Teams page.
2. To the right of the parent team, click the more icon then Delete.
   The Delete team window will appear for confirmation.
3. If the team has a child team or an assigned agent, select from the following options on how to proceed:
   • Move to the original parent team
   • Reassign to another team
   • Delete
4. Click Delete to confirm.

How team assignment affects interaction visibility in QM

A user's ability to see interactions is determined by the combination of their QM application role permissions and their team persona:

• If a user's QM role includes the All Interactions permission, they can see all interactions in the account with no restrictions, regardless of their team assignment.
• If a user's QM role includes Team Interactions but not All Interactions, they can only see interactions belonging to agents on the teams where they are assigned as a Supervisor, including any child teams beneath those teams.
• A user must be assigned as a Supervisor when added to a team (not an Agent) for team-scoped visibility to apply. Being a member of a team with the agent persona does not grant visibility into that team's interactions.

How to use teams to filter data in QM

Once teams are set up, you can use them to filter data across QM.

1. Click Filter in the relevant QM view.
2. Under the Team filter, select one or more teams.
3. Click Apply.

The view will update to show only data associated with the selected team(s).