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Teams, routing, and categories

Teams and categories control how CXP routes live customer work to the right group of agents. Coming soon: Team, category, routing/music and team-signature configuration is Owner/Admin-only. Team Leads retain assignment actions, team notifications and Agent Workload. Required operational lookup data remains available without configuration access.

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Prerequisites

You need an administrator, owner, or team-management role with permission to manage teams and routing settings.

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How routing fits together

CXP routing uses several pieces of configuration:

• Teams group agents for ownership and routing.
• Categories classify what a conversation is about.
• Category mappings connect top-level categories to general teams.
• Routing policy decides how eligible agents receive work.
• Agent readiness determines who can receive live offers.

If a category cannot be mapped to a specific team, CXP falls back to the built-in All Agents team.

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Team types

CXP includes a required All Agents team. This team represents the tenant-wide fallback pool and is system managed. Administrators can create general teams for operational groups such as Billing, Technical Support, or VIP Support. General teams can be mapped to top-level categories and can configure routing behavior.

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Manage team membership

From the Teams workspace, open a team to manage:

• Team name and basic settings
• Active state
• Members
• Member routing eligibility
• Routing policy
• Category mappings
• Cascade routing, when enabled
• Team music settings for voice queues, when configured

Keep team membership aligned with the work the team should receive.

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Configure routing policy

Team routing policy controls how CXP selects an eligible agent for live offers. Supported policies include:

• Round robin to rotate offers across eligible agents.
• Least loaded to prefer eligible agents with lower current load.

Only Ready agents who satisfy routing constraints should receive new offers. Optional direct email assignment, configured in Settings → Routing Management → Config below Routing offer notification sound, uses a separate longest-waiting Ready-agent order for each team. Entering Ready or receiving an automatic escalated-email assignment through that team moves an agent to the back of its order. Not Ready ends eligibility; returning to Ready starts a new waiting period. Assignment through one team does not affect another team’s order. Emails are assigned without an offer or cascade routing.

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Configure team inbox notifications

Every team, including All Agents, automatically has a team conversation view. This is its inbox of Open, team-owned conversations awaiting manual assignment. Team Leads use the view to assign waiting work to individual agents.

1. Open Teams, select the team, and select Routing.
2. Expand Conversation inbox.
3. Enter one Inbox notification email, then select Save inbox notification email.
4. Clear the field and save to stop sending future notifications to that address.

Each actual assignment to the team sends an email to active team members with the Team Lead role and to the configured address. For All Agents, all active Team Leads in the tenant qualify. The configured address receives the email even if there are no Team Leads. Shared recipient addresses receive one copy, with no other recipient addresses exposed. The subject identifies the tenant, team, and conversation, for example: New team assignment: Example Support · Billing · CX123. If the tenant name is unavailable, the subject uses the tenant ID. Team Leads and the configured inbox address receive the same subject and body. The email body identifies the conversation and team, with links to the exact conversation and team inbox. Normal sign-in, tenant selection, and permissions still apply. Configure a valid Followers From address in Email Management. You can use an email address provided for a Slack channel; CXP sends ordinary email, not a Slack integration or recurring reminder. Routing, manual assignment, and creation with a team owner qualify across channels. Pending and Resolved assignments also qualify; use the exact conversation link if the conversation is absent from the Open inbox. Replies, same-team updates, and direct agent assignments do not trigger this team email. Existing in-app team notifications continue unchanged.

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Configure tried-agent retry timing

Open Settings → Routing Management → Config and set Retry tried agents after in whole minutes. The default is 3 minutes, and the supported range is 1 to 1,440 minutes. When an agent declines an offer, an offer times out, or an administrator cancels an active offer, CXP temporarily excludes that agent from the same conversation. Reaching the configured time does not immediately create a new offer. The agent becomes eligible during the next ordinary routing pass. Use the queue’s Run action when you need an immediate pass. A saved change can take up to 60 seconds to reach every routing instance. It applies only to exclusions created afterward; existing retry times do not change.

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Configure agent state after an offer timeout

Open Settings → Routing Management → Config and use Auto-set Not Ready on routing offer timeout. This setting is on by default. When the setting is on, CXP changes a Ready agent to Not Ready after the agent does not answer a Chat, Voice, or combined routing offer before it expires. When the setting is off, the agent stays Ready for other work. The offer still times out, the conversation returns to routing, and the retry exclusion above still applies. A saved change can take up to 60 seconds to reach every service instance. Saving does not change existing agent states or active offers.

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Configure queue recovery scan timing

Open Settings → Routing Management → Config and set Maximum Time Between Queue Routing Scans in whole seconds. The default is 60 seconds, and the supported range is 15 to 3,600 seconds. This setting is the maximum interval between scans of a non-empty queue for routing opportunities. Use a shorter value for faster scans or a longer value to reduce background scan frequency. Changes apply after the next scan.

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Configure routing offer notification sound

Open Settings → Routing Management → Config and use Routing offer notification sound to choose how CXP announces new live offers:

• Short chime (default) plays once when a new offer appears.
• Repeating alert loops while the incoming offer remains visible.

The selection is tenant-wide and applies to Chat, Voice, and combined Chat + voice offers. Select Save to apply the change. Each agent’s personal Notification cues and Sound controls still apply, so an agent who has disabled sounds does not hear either option.

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Manage categories

Administrators manage category catalogs in the Categories workspace. A catalog can contain a hierarchy such as:

• Top-level category
• Subcategory
• Sub-subcategory

Categories help agents scan work, support reporting, and drive routing.

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Map categories to teams

Map top-level categories to active general teams from team routing settings. When a conversation is categorized:

1. CXP identifies the top-level category.
2. CXP checks whether that category maps to an active general team.
3. If a mapping exists, the conversation routes to that team’s queue.
4. If no valid mapping exists, the conversation routes to All Agents.

Mapping changes apply to new routing requests. Work that is already queued normally keeps its current queue unless the target team is deleted or deactivated.

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Route by conversation category — Coming soon

New email, chat, and voice routing decisions will use only the conversation category, which describes the customer’s issue, such as Finance or HR. Handoff categories describe why human help was requested and remain available for reporting. They will not select a team, even when no conversation category is available. For example, a Finance conversation with an IT handoff category will route to the team mapped to Finance. If the conversation category is missing or has no valid team mapping, email uses its configured default team, then All Agents; chat and voice use All Agents. Optional email assignment to a Ready agent still selects that agent from the chosen team. The correction will apply to new routing decisions. Already queued work and retries of completed routing decisions keep their existing selection.

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Configure cascade routing

Cascade routing can expand eligibility when work waits too long in a team queue. A general team can define stages such as:

• Start cascade after a configured delay.
• Add one or more extension teams.
• Include All Agents as a later fallback stage.

The conversation remains in its original queue while CXP expands the set of eligible agents according to the cascade schedule.

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Operational checks

Before enabling a new routing setup:

1. Confirm agents are active and assigned to the intended teams.
2. Confirm agents can set themselves Ready.
3. Confirm category mappings cover the intended work.
4. Confirm unmapped work safely falls back to All Agents.
5. Test a live chat or voice offer before relying on the configuration in production.

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Distribute existing team work — Coming soon

When direct assignment to Ready agents is enabled in Email Settings, Team Leads, Admins and Owners can use Auto-Assign from a generated Team View. The action processes filtered Open work assigned to that View’s team. Existing category and default routing choose the destination. The Team property updates just as it does for an ordinary routed email assignment; All Agents leaves that property empty. When configured, Agent Assist initializes for the assigned agent. Pending team conversations stay available for manual action. See Assign a team queue for the preview, progress and Stop workflow.