Teams in Workforce Optimization for Customer Service

  • Release version: Australia
  • Updated March 12, 2026
  • 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.

    GIF demonstrating navigation from Service Support to a specific agent's page.

    Drill down into your reports.

    Teams drilldown
    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.
    As a manager, you can:
    • Analyze the performance trends for your teams.
    • Drill down into the performance of teams, agents, or cases.

    Example

    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.
    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

    For detailed information on how to setup and use Teams, see teams.