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Creating departments

Create a department to group a team with its own rules.

Create a department​

  1. Go to Departments in the sidebar.
  2. Click New department.
  3. Enter a name (e.g. "Sales", "Support").
  4. Select the users who belong to it.
  5. Save.

Assigning members​

A user can belong to one or more departments. The members you add will have their calls scored against that department's playbook.

Activating & deactivating​

Like users, departments have an Active toggle. A deactivated department:

  • Doesn't pull or analyze calls.
  • Keeps its history and configuration.

Best practices​

  • Name departments by function, not person ("Sales", not "Maria's team").
  • Put managers in the department whose playbook should govern their calls.
tip

Create departments before adding users — then you can assign the department while creating each user, saving a step.