Departments & Teams
Introduction
As your agency grows, keeping your agents organized becomes critical. AgentTech Dialer provides two complementary organizational structures — Departments and Teams — that help you group agents for routing, reporting, management, and collaboration. While they may seem similar at first glance, departments and teams serve different purposes and offer different capabilities.
This article covers everything you need to know about creating, managing, and using departments and teams effectively.
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Part 1: Departments
What Are Departments?
Departments represent formal organizational units within your agency. Think of them as the structural divisions of your business — Sales, Customer Service, Retention, Claims, Enrollment, and so on. Departments are used for:
- Call routing — Route incoming calls to agents in a specific department.
- Call caps and distribution — Control how many calls each department handles.
- Reporting — Generate performance reports broken down by department.
- Supervision — Assign supervisors to specific departments for targeted oversight.
Accessing the Departments Page
Navigate to the Departments page from the main menu. At the top of the page, you will see:
- Agency Selector — Choose which agency's departments to view if you manage multiple agencies.
- Count Badge — Shows the total number of departments for the selected agency.
- Create Department Button — Click to add a new department.
Department Cards
Each department is displayed as a card containing:
- Icon — A visual icon representing the department.
- Department Name — The name of the department.
- Agency — Which agency this department belongs to.
- Agents Count — The number of agents currently assigned to the department.
- Manage Agents Button — Opens the agent assignment modal.
- Edit Button — Opens the edit modal to rename the department.
- Delete Button — Removes the department (after confirmation).
Creating a New Department
- Click the Create Department button.
- In the modal that appears, fill in:
- Agency — Select the agency this department belongs to from the dropdown.
- Click Save to create the department.
Editing a Department
- Click the Edit button on the department card.
- Update the Department Name as needed.
- Click Save to apply changes.
Deleting a Department
- Click the Delete button on the department card.
- Confirm the deletion when prompted. Note: Deleting a department will unassign all agents from it but will not delete the agents themselves. Any routing rules that reference this department will need to be updated.
Managing Department Agents
The agent assignment modal is where you build your department's roster and define roles within it.
- Click the Manage Agents button on the department card.
- The Manage Department Users Modal opens with two columns:
Available Agents (left column):
- Lists all agents who are not currently assigned to this department.
- Use the search box to find specific agents by name.
Assigned Agents (right column):
- Lists all agents who are currently in this department.
- Each assigned agent shows two important controls:
- Proficiency Level (1–10): Indicates how skilled or experienced the agent is within this department's domain. Level 1 is a newcomer; level 10 is a seasoned expert. The routing system uses proficiency to prioritize agents — higher-proficiency agents receive calls first when demand is high.
- Supervisor Checkbox: Check this box to designate an agent as a supervisor for this department. Supervisors have additional visibility and management capabilities for their department, including access to live monitoring, performance reports, and coaching tools specific to their department.
- Assigning an Agent:
- Click the Assign button next to their name.
- They will appear in the Assigned Agents column.
- Set their proficiency level and check the supervisor checkbox if applicable.
- Removing an Agent:
- They will return to the Available Agents column.
> Tip: An agent can be assigned to multiple departments. For example, a senior agent might belong to both "Medicare Sales" and "Life Insurance Sales." Their proficiency level can be different in each department.
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Part 2: Teams
What Are Teams?
Teams are flexible, informal groupings of agents that can be created for any purpose — a campaign sprint, a training cohort, a shift group, a pilot program, or an ad-hoc project. Unlike departments (which reflect your organizational structure), teams are lightweight and adaptable.
Teams are used for:
- Campaign organization — Group agents working on a specific campaign.
- Reporting — Track performance for a specific group of agents.
- Communication — Easily identify and reach members of a team.
- Scheduling — Organize agents into shift-based teams.
Accessing the Teams Page
Navigate to the Teams page from the main menu. At the top of the page, you will see:
- Agency Selector — Choose which agency's teams to view.
- Count Badge — Shows the total number of teams for the selected agency.
- Create Team Button — Click to create a new team. Note: This button is hidden for users with the Supervisor role — only administrators can create teams.
Team Cards
Each team is displayed as a card containing:
- Icon — A visual icon representing the team.
- Team Name — The name of the team.
- Description — A brief description of the team's purpose.
- Status Badge — Shows whether the team is Active (green badge) or Inactive (gray badge).
- Agency Badge — Indicates which agency the team belongs to.
- Member Avatars — Displays the profile avatars of the first 4 team members, with a "+X more" indicator if there are additional members beyond the displayed four.
- Edit Button — Opens the edit modal.
- Delete Button — Removes the team (after confirmation).
Creating a New Team
- Click the Create Team button.
- The Create Team Modal (Large) opens with the following fields:
- Status — Choose Active or Inactive. Active teams are fully operational; inactive teams are preserved for reference but are not used in routing or reporting.
- Description — Use the textarea to provide a brief description of the team's purpose, goals, or duration. This helps other administrators understand why the team exists.
- Team Members Section:
- Use the search box to find agents by name.
- Browse the list of available agents displayed with checkboxes.
- Check the box next to each agent you want to add to the team.
- You can select as many agents as needed.
- Click Save to create the team.
Editing a Team
- Click the Edit button on the team card.
- The Edit Team Modal (Large) opens with 2 tabs:
Tab 1: General
- Team Name — Update the team's name.
- Status — Switch between Active and Inactive. Setting a team to Inactive is useful when a campaign ends or a project wraps up — it preserves the team's history without deleting it.
- Description — Update the team's description.
Tab 2: Members
- This tab shows a two-column layout:
- Available (left column) — Agents not currently on the team. Searchable.
- Team Members (right column) — Agents currently on the team.
- To add a member, click the Add button next to an agent's name in the Available column.
- To remove a member, click the Remove button next to an agent's name in the Team Members column.
- Click Save to apply all changes across both tabs.
Deleting a Team
- Click the Delete button on the team card.
- Confirm the deletion when prompted. Deleting a team removes the grouping but does not affect the agents themselves — they remain in the system and in any other teams or departments they belong to.
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Part 3: How Departments and Teams Are Used
Call Routing and Call Caps
Departments play a direct role in call routing. When configuring call campaigns or routing rules, you can specify that calls should be distributed to agents in a particular department. The system respects department-level proficiency ratings when prioritizing agents.
Departments can also be used for call caps — limiting the total number of calls that a department handles within a given period. This helps balance workload across your organization and ensures that no single department is overwhelmed.
Reporting and Analytics
Both departments and teams appear as filters and breakdowns in your reporting dashboards. You can:
- View performance metrics (calls handled, average handle time, conversion rates) by department to understand how each functional area is performing.
- View performance metrics by team to track campaign-specific or project-specific results.
- Compare department-to-department or team-to-team performance to identify top performers and areas for improvement.
Organizational Clarity
Departments and teams together provide a complete picture of your agency's structure:
- Departments answer the question: "What is this agent's role in the organization?"
- Teams answer the question: "What is this agent currently working on?"
An agent might belong to the "Medicare Sales" department (their permanent role) while also being a member of the "Q1 Retention Campaign" team (a temporary assignment). This dual structure gives you both stability and flexibility.
Supervisor Assignments
The supervisor checkbox in department management is a powerful tool. When you designate an agent as a department supervisor:
- They gain access to department-specific monitoring dashboards where they can see real-time activity for their department's agents.
- They can pull up department performance reports for coaching and review sessions.
- They can be notified when department-level metrics (like wait times or abandonment rates) exceed thresholds.
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Best Practices
- Use departments for structure, teams for flexibility. Departments should reflect your permanent organizational chart. Teams should be used for temporary groupings that come and go as campaigns and projects evolve.
- Name departments clearly. "Medicare Sales" is better than "Dept 3." Clear names make reports, routing rules, and supervision assignments much easier to manage.
- Set meaningful proficiency levels. Don't default everyone to the same proficiency. Thoughtful differentiation helps the routing system distribute calls more effectively.
- Assign department supervisors. Every department should have at least one supervisor designated. This ensures that someone is always monitoring and coaching the agents in each functional area.
- Archive old teams by setting them to Inactive rather than deleting them. Inactive teams preserve historical data for reporting purposes while keeping your active team list clean.
- Review team membership regularly. Agents may move between teams as campaigns change. Keep your team rosters current to ensure accurate reporting and routing.
- Coordinate departments and teams with skills. For example, your "Spanish Sales" department should contain agents who also have the "Spanish" language skill assigned. This creates a consistent and reliable routing structure.
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Summary
Departments and Teams are the organizational backbone of your agency within AgentTech Dialer. Departments provide the formal structure — they define functional areas, enable call routing, support call caps, and allow supervisor assignments with proficiency-based prioritization. Teams provide flexible groupings for campaigns, projects, shifts, and any other temporary collaboration needs.
By using departments and teams together, you create a well-organized agency where every agent has a clear role, every call reaches the right person, and every manager has the visibility they need to drive performance.
Last updated: February 24, 2026