A team is a group of agents who are assigned to work on a specific type of inquiry, in a particular language, or for a specific department.

For example, if you have a customer support team that handles inquiries from customers in different languages, you might create separate teams for each language, such as a Dutch-language customer support team and a French-language customer support team. Each team would consist of agents who are fluent in the relevant language and have the necessary skills to handle customer inquiries.

By creating teams, you can organize your agents based on their skills and expertise, and make it easier for them to collaborate and work on the right conversations. This can improve response times, reduce errors, and ultimately lead to better customer satisfaction.