Managing Teams and Team Hierarchy in AnalyzeMyCalls

Prerequisites

Before you begin, ensure you have:

• Admin access to AnalyzeMyCalls

• A list of Team Members and their reporting structure

• Understanding of your organizational hierarchy

Understanding Team Structure

User Roles and Permissions

Agents

• Can view their own performance data

• No team management capabilities

Team Leaders

• All Agent capabilities PLUS:

• Access to Performance, Skills & Training, and User Activity for their Team

• Can view metrics and performance of their entire Team

• Cannot add other Members or Team Leaders to their Team

Admins

• All Team Leader capabilities PLUS:

• Access to Admin Panel (Invite, Teams, Users, Billing)

• Can create, modify, and delete Teams

• Can assign/reassign all users

• Can view and edit un-assigned users as well as their performance

Team Hierarchy Rules

• Teams can have sub-teams (e.g., Regional Leaders with Managers as sub-team Leaders)

• Each team has one Team Leader

• Agents can belong to main Teams and Sub-teams

• Unassigned users remain in the "Unassigned" pool

• Team Leaders are also Members of a Team

Creating a New Team

Step 1: Access Team Management

1. Log in as an Admin

2. Navigate to the Admin Panel

3. Click on Teams in the navigation menu

Step 2: Create Your Team

1. Navigate to a Team Leader or Manager

2. Click the "Child Teams" button

3. Enter the following information:

4. Team Name (e.g., "West Coast Sales Team")

   • Select Team Leader (select from available users using the vertical ellipsis (⋮) next to their name)

   • Select Team Members (select from User Selection table)

5. Click "Save" to create the Team

Note: Once a Root Team is created, on the Team Selection table, the user will have two options:

• Team Overview: Add to or update the currently selected Team

• Child Team: Create a Child of currently selected Team

Success! Your new Team is now created and ready for members.

Method 1: Adding Individual Team Members

Step 1: Access Team Hierarchy

1. Navigate to Teams > Team Hierarchy

2. You'll see two views available:

3. List View (default) - Shows all users and their assignments

   • Visualize - Visual representation of Team structure

The List View shows all users with their current team assignments

Step 2: Assign Users to Teams

1. In the User Selection panel (right side), locate the user you want to assign

   1. The User Selection panel is dependent on the Team selected under Team Hierarchy and will show different users based on their team allocation

2. Use the search bar to quickly find specific users

3. Look at the Actions column:

4. "Add" button = User can be added to a team

   • "Cannot Add" = User is a Team Leader already assigned

   • "Added" = User is already on this Team

Step 3: Add the User

1. Click the "Add" button next to the user's name

2. Select the Team from the dropdown menu

3. The user's Team assignment updates immediately

4. If the user is already assigned to a team, you’ll be prompted to confirm whether you want to proceed with the Team Member assignment.

📹  Watch this quick video showing the team selection process in action

Managing Team Members

To remove or reassign Team Members:

1. Click the vertical ellipsis (⋮) next to their name

2. Select "Remove" to un-assign them from a Team

3. They'll return to the "Unassigned" pool

Note: Team Leaders show "Cannot Add" and must be unassigned from their current team before being added elsewhere.

Method 2: Bulk Upload via CSV

Perfect for initial setup or major reorganizations:

Step 1: Prepare Your CSV File

Create a CSV with these columns:

• First Name (required)

• Last Name (required)

• Email (required)

Current CSV Format (Being Improved)

The current system supports positioning to determine hierarchy:

First Name,Last Name,Email

John,Smith,john.smith@company.com

Sarah,Johnson,sarah.johnson@company.com,John Smith

Mike,Williams,mike.williams@company.com,John Smith

In this example, John Smith is the Team Leader, with Sarah and Mike as Team Members

Optional Improved CSV Format

We suggest using this clearer format for better accuracy:

First Name,Last Name,Email,Role,Team Name,Reports To

John,Smith,john.smith@company.com,Team Leader,West Coast Sales,

Sarah,Johnson,sarah.johnson@company.com,Agent,West Coast Sales,John Smith

Mike,Williams,mike.williams@company.com,Agent,West Coast Sales,John Smith

Lisa,Davis,lisa.davis@company.com,Team Leader,East Coast Sales,

Tom,Brown,tom.brown@company.com,Agent,East Coast Sales,Lisa Davis

Pro Tip: Contact your Account Manager for a CSV template

Step 2: Upload Your CSV

1. Navigate to Teams > Import Teams

2. Click "Choose File" and select your CSV

3. Review the preview to ensure accuracy

4. Click "Import Teams"

Step 3: Verify Import

1. Return to Team Hierarchy view

2. Confirm all Teams were created correctly

3. Check that Team Leaders and members are properly assigned

Important: The system creates new Teams automatically based on your CSV data

Using Visualization Mode

The Visualization mode provides a graphical view of your Team Structure:

Accessing Visualization

1. From Team Hierarchy, click the "Visualize" button

2. See your Teams displayed in a tree structure

Visualization mode shows Team relationships in an easy-to-understand format

Visualization Features

• View-only mode - No editing capabilities

• Team Member count displayed on each team node

• Hierarchical display shows reporting relationships

• Click Teams to see Member details

Use Cases:

• Present Team Structure to Leadership

• Identify unbalanced Team sizes

• Visualize reporting relationships

Best Practices for Team Management

1. Organizational Structure First

• Map out your complete Hierarchy before creating Teams

• Identify all Team Leaders and their direct reports

• Consider geographical or functional groupings

2. Naming Conventions

• Use clear, consistent Team Names (e.g., "Region - Function - Leader Name")

• Examples:

• "West Coast - Sales - Smith"

  • "Northeast - Customer Success - Johnson"

3. Regular Maintenance

• Review Team assignments monthly

• Update when employees join or leave

• Reassign Team Leaders before they leave

4. Sub-team Strategy

For complex organizations:

• Regional Leader (Main Team Leader)

• District Manager A (Sub-team Leader)

  • Agents 1-5

  • District Manager B (Sub-team Leader)

  • Agents 6-10

Troubleshooting Common Issues

"Cannot Add" Team Leader

Problem: Need to reassign a Team Leader Solution:

1. First, un-assign them from their current team

2. Assign a new Team Leader to their old team

3. Now you can add them to a new team

User Not Appearing in List

Problem: Can't find a user to assign Solution:

1. Check if they've been invited and activated their account

2. Use the search function in User Selection

3. Check if they're already assigned (filter by "All Users")

CSV Upload Errors

Problem: Teams not creating correctly Solution:

1. Verify email addresses match existing users

2. Check for extra spaces or special characters

3. Ensure Team Leaders are listed before their Members

4. Contact support with your CSV for validation

Performance Considerations

Team Size Recommendations

• Optimal team size: 5-12 members per Team Leader

• Maximum recommended: 20 members per Team

• Sub-teams: Use for teams larger than 15 members

Reporting Structure

• Team Leaders can see all their members' data

• Sub-team Leaders see only their sub-team

• Admins have visibility across all Teams

Next Steps

Once your teams are organized:

• Configure team-specific performance thresholds

• Set up team-based reporting

• Create team challenges and goals

• Review the Team Leader Dashboard Guide

Need Help?

• CSV Template: Contact your Account Manager

• Team Structure Consultation: Contact your Account Manager

• Technical Issues: support@analyzemycalls.ai

• Video Tutorials: Access our Team Management Video Library

Last updated: [08/06/2025]