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Teams in Azeer allow you to organize agents into specific departments, like Customer Support, Sales, and Marketing teams. This helps each team focus on their specialized tasks, providing better service and faster response times for your customers.

🧐 What Are Teams?

Teams consist of agents grouped together to serve specific departments. By organizing agents into dedicated teams, you can ensure focused support for different areas of your business, which streamlines operations, improves response times, and enhances overall customer satisfaction.

📚 How to Create a Team

Follow these steps to create a new team in Azeer:

1. Go to Settings on your dashboard.
2. Click on Teams in the left sidebar.
3. Click on Add Team to start creating a new team.
4. Fill in the team’s details, including Team Name, Description, and Members.
5. Once done, click Save to finalize the new team.
   

🛠️ How to Manage Existing Teams

To view and manage teams:

1. Go to Settings > Teams.
2. Here, you’ll see a list of existing teams, including Team Name, Description, and Members.
3. To modify a team, click the ... (ellipsis) under the Action column and select the desired option:
   
   • Edit: Update the team’s name, description, or assigned members.
   • Delete: Remove the team from your workspace.

📊 Viewing Team Performance

Monitoring team performance is essential for maintaining quality support. Here’s how you can check the performance of each team:

1. Navigate to the Analytics section in the left sidebar.
2. Select Teams to view a detailed overview of each team's performance, including:
   
   • Total Conversations: Number of chats handled.
   • Outgoing Messages and Incoming Messages.
   • Average Response Time: The average time taken by team members to respond to messages.
   • Resolution Count and Average Resolution Time.

This data helps you evaluate team efficiency and make adjustments to improve customer service.

🛠️ Troubleshooting Common Issues

• Can’t Add Members: Make sure the agents you’re trying to add have active accounts in your workspace.
• Missing Teams in Analytics: Ensure the team has been assigned at least one chat for data to display.

🤔 Why Use Teams in Azeer?

• Improved Organization: Categorize agents to make it easy to assign them to tasks aligned with their skills.
• Better Performance Tracking: Track each team's performance separately, allowing for more targeted improvements.
• Enhanced Customer Experience: Dedicated teams lead to quicker response times and specialized support.