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What are departments

Departments

A department is a team inside your company with its own monitoring scope. For example, "Sales" and "Logistics" might be two departments that work from the same CRM but follow different rules.

Each department can have:

  • Its own pipeline statuses and lead field filters (which calls are monitored).
  • Its own agents (who is monitored).
  • Its own QA playbook (the rules used for scoring).
  • Its own Telegram alerts.

If a department does not define a value, it falls back to the company-level setting.

When to use departments​

  • One CRM account is shared by several teams that should be scored differently.
  • You want separate dashboards and alert rules per team.

If you only have one team, you can simply use the default department and ignore this section.