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Configure team routing

Team routing controls which agents can receive specific categories of live work and follow-up conversations.

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Prerequisites

• Your role can manage teams and routing settings.
• Users who should receive routed work already exist.
• Categories are defined before category-to-team routing is finalized.

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Create a team

1. Open Teams.
2. Create a general support team.
3. Add a clear name and description.
4. Activate the team.
5. Add team members.

Agents must be active and have the right role before they can handle routed work.

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Map work to a team

1. Open the category or routing configuration area.
2. Choose the customer issue category.
3. Select the team that should receive that work.
4. Save the routing change.
5. Test with a synthetic conversation.

Use a fallback team for categories that do not have a more specific owner.

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Maintain routing quality

Review team membership, language capabilities, skills, and cascade behavior whenever team ownership changes. Stale membership is a common cause of missed routing offers.