Managing Teams
Create teams, assign members and leaders, and control team-scoped visibility in VoiceCenter.
Teams let you organize agents and supervisors into logical groups such as Sales, Support, or Billing. Teams also control visibility scoping -- supervisors and team leaders see only their own team's data unless they have broader permissions.
Why Teams Matter
Without teams, every supervisor sees every agent's activity. With teams:
- Supervisors see only agents in their assigned team on the Team Monitor page.
- Team leaders get an elevated view within their team without full supervisor access.
- Call logs can be scoped so agents see only their own calls, while team leaders see all calls within the team.
- Reports respect team boundaries, making performance reviews focused and relevant.
Team List
Navigate to Settings > Teams to see all configured teams. Each row shows:
| Column | Description |
|---|---|
| Team Name | The display name of the team |
| Members | Number of users assigned to this team |
| Leader | The designated team leader (if set) |
| Created | Date the team was created |
Creating a Team
Open the create form
Click Create Team on the Teams page.
Name the team
Enter a descriptive name such as "Sales", "Tier 1 Support", or "Outbound Campaigns".
Add members
Select users to add as team members. You can add both agents and supervisors.
Designate a team leader
Optionally choose one member as the team leader. The leader gets elevated visibility within the team -- they can view call logs and monitor all agents in the team, even if their base role is Agent.
Save the team
Click Save. Team assignments take effect immediately.
Team Leaders
A team leader is a regular team member with elevated visibility. They do not need a Supervisor or Admin role to see team-scoped data.
Team leaders can:
- View call logs for all agents in their team
- See team members on the Team Monitor page
- Access team-level reporting
Team leaders cannot:
- Modify PBX or tenant settings
- View other teams' data
- Manage permissions or roles
One leader per team
Each team can have one designated leader. To give multiple people elevated access, assign them the Supervisor role or create a custom role with the appropriate permissions.
Editing a Team
Click the edit icon on a team row to:
- Rename the team
- Add or remove members
- Change the team leader
- Delete the team
Deleting a Team
Deleting a team removes the team grouping but does not delete the users. Members become unassigned and appear without a team until you reassign them.
Deleting a team immediately removes team-scoped visibility for its leader and supervisors. If a supervisor only had access through the team assignment, they will temporarily lose visibility into those agents.
Visibility Scoping Rules
Team-based scoping follows these rules:
| User Role | What They See |
|---|---|
| Agent | Own calls and data only |
| Team Leader | All calls and agents within their team |
| Supervisor (with team) | All calls and agents within their assigned team |
| Supervisor (no team) | Depends on permission keys -- may see all agents or none |
| Admin | Everything across all teams |
The view_team permission tier controls whether a user can see team-level data. The view_all tier grants visibility across all teams. See Permissions for details.