Required security profile permissions: Teams Create
When you create a new team, you can specify the team default contact handling settings. The settings you can configure depend on whether you have single channel handling or omnichannel handling configured in your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx.
Depending on your business unit settings, you will have either single channel handling or omnichannel handling settings available for configuration.
Single Channel Handling
Team Defaults
The team default settings automatically apply to all members of the team who do not have single channel handling settings specified in their user profiles. User profile settings supersede team default settings.
- Concurrent Chats
- The maximum number of chats members of the team may handle simultaneously by default.
- Auto-parked Emails
- The maximum number of emails members of the team may have parked at one time by default.
Omnichannel Handling
Team Defaults
The team default settings automatically apply to all members of the team who do not have omnichannel handling settings specified in their user profiles. User profile settings supersede team default settings.
- Voice
- The maximum number of simultaneous voice contacts users on the team can handle by default, including voicemail. The only allowable value is 1.
- Chats
- The maximum number of simultaneous chat contacts users on the team can handle by default. The maximum allowed is 12.
- Emails
- The maximum number of simultaneous email contacts users on the team can handle by default. The maximum allowed is 25.
- Work Items
- The maximum number of simultaneous work item contacts users on the team can handle by default. The maximum allowed is 25.
- Request Contact
- Checking the box enables agents on the team to manually request an additional digital (non-voice) contact, if their current state is Working.
- Contact Auto-focus
- Checking the box forces MAX to set the active focus to the newest contact after the contact is connected in the interface.
