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Setting up Teams in OI

Laura
Updated

This article provides instructions on how to provision and manage Teams in OI.

 

⚠ You will need to have the ‘Admin’ role type for your OI portal to invite and manage users.

 

Introduction to Team admin in OI

When you start working with OI - we will set up your organizational structure, so that all teams and team leaders are mapped correctly. We will also map agents to their teams. 

After this initial set up, Admins can manage the teams. This impacts the Team Leader & Agent Dashboard access and stats in OI. It's important to manage the structure accurately as changes occur.

 

Jump down:
Create a team
Edit a team
Allocate an agent
Remove an agent
Deactivate an agent
Delete a team
 

What is a team?

‘Team’ in OI refers to the Team Leader or Supervisor who leads the team as well as all the Agents who report into them. 
 

View teams

Profile>Admin

Step-by-step:

  1. Click the Profile icon  in the top right hand corner of the portal.
     
  2. Select 'Admin'.
     
  3. From the Admin page click ‘Manage teams’.
     
  4. On the Manage teams page click ‘Manage teams’ under the ‘Get stuff done’ heading.
  1. Displayed will be a list of your organisations teams. You can sort the list by name, location or number of agents.
  1. Click ‘View’ on a team to show team details.
 

Create a new team

Profile>Admin

Step-by-step:

  1. Click the Profile icon in the top right hand corner of the portal.
     
  2. Select 'Admin'.
     
  3. From the Admin page click ‘Manage teams’.
     
  4. On the Manage teams page click ‘Manage teams’ under the ‘Get stuff done’ heading.
     
  5. From the ‘Teams’ page click ‘Create team’ in the top right hand corner.
  1. Enter the name for the new team and select the location or department the team sits within (this will vary depending on your organization’s structure).
     
  2. Click ‘Add new team’. 
     
  3. The new team will now appear in the list of teams.
     
Note: If the correct location or department is not in the list, speak to your organization’s OI lead. Alternatively, email the details to: support@operativeintelligence.com

 

Edit an existing team

Profile>Admin

Step-by-step:

  1. Click the Profile icon in the top right hand corner of the portal.
     
  2. Select 'Admin'.
     
  3. From the Admin page click ‘Manage teams’.
     
  4. On the Manage teams page click ‘Manage teams’ under the ‘Get stuff done’ heading.
     
  5. Locate your team and click 'View'.
  1. From the Team details page click ‘Edit’.
  1. Edit the team name or location / department as required.
  1. Click 'Save changes' to finish the process.
Note: Changes may take 15-30 minutes to be reflected on the insights pages in OI.
 

Allocate an agent to a team

Profile>Admin

Step-by-step:

  1. Click the Profile icon in the top right hand corner of the portal.
     
  2. Select 'Admin'.
     
  3. From the Admin page click ‘Manage teams’.
     
  4. On the Manage teams page click ‘Manage teams’ under the ‘Get stuff done’ heading.
     
  5. Locate the team where the agent will be moved to and click 'View'.
     
  6. On the Team details page click 'Allocate agents'.
  1. Find the agent you wish to allocate to your team from the list or use the search box and click ‘Allocate’.
  1. Select the start date for the agent being allocated to your team and click ‘Confirm’ to finish the process. 
Note: Leave the end date blank for an indefinite period of time.
 

Remove an agent from your team

Profile>Admin

Step-by-step:

  1. Click the Profile icon in the top right hand corner of the portal.
     
  2. Select 'Admin'.
     
  3. From the Admin page click ‘Manage teams’.
     
  4. On the Manage teams page click ‘Manage teams’ under the ‘Get stuff done’ heading.
     
  5. Locate your team and click 'View'.
     
  6. From your 'Team details' page, find the agent you wish to remove from your team and click ‘View agent’.
  1. If you don't know which team the agent is moving to, follow on from step 11.

    If you know which team the agent is moving to, click 'Add new position’.
 
  1. Choose the team the agent is now in and the date they started in that team.
     
  2. Leave the end date blank.image.png
     
  3. Click ‘Confirm’ to finish the process.


This will automatically apply an end date to their previous team as the date before the new team allocation. 

The agent should no longer appear in your 'Team details' page in the list of current agents.
 

  1. If you don’t know which team the agent is moving to, click ‘Edit’.

 

  1. Enter the end date as the last date the agent was in your team, then click ‘Save changes’ to finish the process.


The agent will no longer appear in your 'Team details' page in the list of current agents.
 

If the agent is no longer with the business you can deactivate the agent.
 

 

Deactivate an agent 

Step-by-step:

  1. Click the Profile icon in the top right hand corner, and select 'Admin'.
     
  2. Click 'Manage teams'.
     
  3. Click 'Manage Agents' under the "Get stuff done heading".
     
  4. Use the search box to locate the agent you want to deactivate.
     
  5. Click 'View' at the end of the agent's row.
     
  6. Click 'Deactivate' in the bottom right hand corner.
     
  7. You should see a pop-up asking if you are sure. Click 'Deactivate' to finish the process.
     
  8. The agent will now show in the 'Deactivated' list.


 

Delete a team

Please contact us using the chat support found in the bottom right hand corner of the page  

Alternatively, send us an email to support@operativeintelligence.com 

 

 

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