Support Teams allow the organization of agents into teams that handle bots from various channels (chatbots, mailbots, and callbots).

You can:

• Create, edit, and delete teams.
• Define attention capacity per agent and channel (number of simultaneous conversations each can handle).
• Configure wait thresholds/alerts by channel.
• View team status and live metrics, updated every 5 seconds.

Prerequisites

• Access to your Botmaker account with permissions to manage teams and agents.
• At least one enabled channel (by default, you will have chat with a chatbot, email, or voice).
• Agents active in your account to add to the teams.
• If you currently use "Attention Queues," you can continue using them or migrate to Support Teams.

Key Concepts

• Team: Group of agents handling one or more channels.
• Capacity per Agent and Channel: Number of simultaneous conversations an agent can take per channel (e.g., Chat: 5, Voice: 2, Email: 10).
• Thresholds/Alerts by Channel: Waiting times that trigger warning/urgency states shown in the team view.
• Live Update: Metrics refresh automatically every 5 seconds.

Metrics Available:

• FRT (First Response Time): Time to first response.
• ASA (Average Speed Answer): Average response time.
• ART (Agent Response Time): Agent response time.
• AHT (Average Handle Time): Average time to handle a request.

How to Create Your First Team

Step 1: Enter Support Teams from the “Conversations” menu.

Step 2: Create the Team

Click “New Team.” Select agents to add to the support team.

Select channels the team will handle. You may select one or more; none are exclusive, adapting to the desired attention style and type.

Configure the number of simultaneous conversations each team agent can have. You can edit this capacity anytime.

Set wait time thresholds/alerts by channel (e.g., warning and critical). These indicators help identify when clients are waiting too long and action is needed.

Finally, define the team's name, color, and icon. Click Create to finish.

Step 3: Monitor the Team in Real Time

In the “Support Teams” section, see a summary of ongoing or pending conversations by channel.

Entering a team shows a channel summary with main metrics and below, the list of agents with their status (online/offline/busy, etc.).

Use filters to view by agent, team, or state/alerts per thresholds.

See detailed management by clicking the report icon by the agent.

Metrics update automatically every 5 seconds.

You can see average times for “today” or the “last hour” of management.

For migrating an existing attention queue to a support team, refer to the article “How to Migrate an Attention Queue to a Support Team.”

Remember to visit our Help Center for further information.