---
title: "Create and Manage Teams"
slug: "create-and-manage-teams"
description: "Contact center Agents are often grouped by Channel, skill, location, product expertise, and more. Learn more in Gladly Help Docs."
updated: 2025-01-30T21:38:31Z
published: 2025-01-30T21:38:31Z
canonical: "help.gladly.com/create-and-manage-teams"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create and Manage Teams

| **REQUIRED USER ROLE** Administrator and Team Manager | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

Contact center Agents are often grouped by Channel, skill, location, product expertise, and more. Whether they're formal teams or informal groups, you can set them up in Gladly and track how each team performs via Agent Liveboard and Reporting.

Teams give you greater insight into your team's performance. Use that valuable data to continually improve and expand your Teams (old and new) and how you think about structuring your contact center.

## Before you start

Below are a few tips to keep in mind before you use Teams:

- Teams are for reporting purposes only. They don't affect routing Customers in any way.
- Use the Teams filter in [Agents Liveboard](https://help.gladly.com/docs/how-to-use-the-agents-liveboard#filtering-the-agents-liveboards) to view the status of Agents belonging to the selected team.
- Reports like [Conversation Summary](https://help.gladly.com/docs/conversation-summary), [Agent Durations](https://help.gladly.com/docs/agent-durations-v2), and [Work Sessions](https://help.gladly.com/docs/work-sessions-v3) allow you to filter and view data by team.

## Create a Team

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Settings**.
3. Under the **People**category, click **Teams**. The Teams page will show you a list of teams currently in Gladly. For ease, use the **Members** column to preview the number of members in each Team and the **Purpose**column to see the description/purpose of why each team exists.
  - Use the search feature to find Teams by team name or purpose quickly.
  - Click the column headers to sort each column.
4. Click **Create Team**.
5. Complete the following fields on the **Create Team**page:
  - **Name –** Enter a name for the team. For example, "Platinum Member Service Team."
  - **Purpose –** Update the short description of what the team does.
  - **Members –**Add/remove users from the team. ![List of members with search functionality and options to remove members from the list.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/selected-teams-Gladly.png)

- Users selected to be a member of the team appear below the search bar.
- Click **X t**o remove a user from a Team.

6. Click **Save**.

## Edit a Team

Change the name of the Team, the purpose, and associated members by editing a Team.

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Settings**.
3. Under the **People** category, click **Teams**. The Teams page will show you a list of teams currently in Gladly. For ease, you can also see a preview of the number of members in each Team and a description/purpose of why each team exists.
  - Use the search feature to find Teams by Team name or purpose quickly.
4. Hover over the Team you want to edit, then click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/pencil-edit-icon.svg).
5. Proceed to edit any of the following fields:
  - **Name –** Update the name of the team.
  - **Purpose –** Update the short description of what the team does.
  - **Members –** Add/remove users from the team.
6. Click **Save**.