UCCX 5.0 agent desktop configuration and customizations
My client would like that the chat function be available so that their agents can speak to all agents even if they are on different teams. My understanding is that the chat function is only between supervisors/agents within a team.
Re: UCCX 5.0 agent desktop configuration and customizations
No - teams and CSQs are different concepts.
Teams determine who can Supervise what - so for example, you can split up large teams so that one Sup can see half the agents that they manage directly and see the CSQs you deem are related to their role.
CSQs control who the calls are actually routed to.
So you can have one team (which has all Sups, all agents, and all CSQs associated to it). This means all agents can chat, and all Sups can see all agents and CSQ stats.
You can still have two CSQs, and the calls will be sent the agents with the correct skills or resource group membership.
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