---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Teams

# Teams in Workforce Optimization for Customer Service {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Teams lets you organize each of your teams into assignment groups, define a set of key performance indicators (KPIs) to analyze the performance of all groups within a team, drill into the metrics for a group, an agent, or an
incident from a central location, and manage your teams effectively from a single location.

This video gives you an overview of how you set up your teams into assignment groups and add KPIs to measure performance.

Drill down into your reports.  
As an administrator for Teams, you can:

* Create a KPI group for a common set of indicators (KPIs) you use to measure your teams' performance.  
  Note:  
  Your teams are defined as assignment groups within the Teams application.
* Add the KPIs to the KPI group.
* Add assignment groups to the KPI group.  
  Note:  
  Ensure that you have a manager added to each assignment group. The manager is the one that either directly manages the assignment group or one that needs visibility into the assignment group.
{#explore-teams-configurable-wfo-cs__ul_l1n_yzc_2lb}  
As a manager, you can:

* Analyze the performance trends for your teams.
* Drill down into the performance of teams, agents, or cases.
{#explore-teams-configurable-wfo-cs__ul_urb_n1d_2lb}

## Example {#explore-teams-configurable-wfo-cs__example-section}

Our example employee is the manager of Customer Service Desk and manages 15 teams. The manager is also an additional manager of most teams and has visibility into the operations, although the agents don't directly report to
them.  
To effectively analyze the performance of each team from one location, the manager sets up the Teams as follows:

1. Organizes the teams into groups called assignment groups. The teams either directly report to the manager or the manager may have visibility into their performance.
2. Creates a KPI group with a set of indicators that matter most to measure the performance of the assignment groups.
3. Adds all assignment groups that use the set of KPIs to the KPI group.
{#explore-teams-configurable-wfo-cs__ol_hql_f3v_mlb}With this set up, the manager can effectively analyze the performance of their teams grouped by KPI groups.

Managers can set up and use Teams by performing the following steps:

1. Create a KPI group
2. Add KPIs to that group
3. Add managers to assignment groups
4. Add assignment groups to the KPI group
5. Drill down into a KPI, agent, or an incident to analyze performance

{#explore-teams-configurable-wfo-cs__ol_ynz_gwh_wkb}

For detailed information on how to setup and use Teams, see [teams](https://www.servicenow.com/docs/fJ8lowTjsKfab7J93JTC6w#setting-teams-configurable-wfo-cs "Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.").
* **[Using Teams in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/8zaxc82VXgFNCDMWAFJkpg#teams-configurable-wfo-cs)**   
  Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.

**Related concepts**   

* [Setting up Teams Workforce Optimization for Customer Service](https://www.servicenow.com/docs/fJ8lowTjsKfab7J93JTC6w#setting-teams-configurable-wfo-cs "Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.")
* [Using Teams in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/8zaxc82VXgFNCDMWAFJkpg#teams-configurable-wfo-cs "Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.")