Teams

Overview

The Teams feature allows Team Admins to manage team membership and availability without requiring full access to the Users utility. It gives Team Admins a focused view of their team's active case counts, helps power reporting on the Team Dashboard, and drives the notification system that keeps admins informed of important status changes made by team members.

Required Role Permissions

Three permissions must be assigned to a role in order to use Teams functionality. Navigate to Roles, select a role, and configure the following:

Tip: A user must have Available as a Team Member enabled on their role before they will appear in the member or admin selection lists when creating or editing a team.

For questions about configuring roles, see the [User Roles] article.

Teams List

Navigate to Teams in the left-hand menu to view all teams configured in the system. The list displays each team's name, number of active cases, member count, and the date the team was created.

Use the Search bar to filter teams by name. Click + CREATE TEAM in the top right to add a new team, or click VIEW next to any existing team to open its detail page.

Creating a Team

Creating a team is a three-step process: Set up team → Add Admins → Add Users.

Step 1: Set Up Team

Click + CREATE TEAM from the Teams list. In the dialog that appears, select the Client the team belongs to and enter a Team Name. Both fields are required. Click NEXT to continue.

Step 2: Add Admins

Select the users who will serve as Team Admins. Team Admins receive notifications about key availability and distribution changes made by team members (see the Notifications section below). Use the Search bar to find specific users. Check the Membership box next to each user you want to add as an admin. Click NEXT to continue.

Step 3: Add Users

Select the users who will be members of the team. Checked users will appear in team reporting and scheduling views. Click SAVE CHANGES to create the team.

Editing a Team

From a team's detail page, click EDIT TEAM to modify the team. The Edit Team dialog has three tabs:

• Team Name — Rename the team. This tab also contains the DELETE TEAM option.
• Admins — Add or remove Team Admins.
• Members — Add or remove team members.

Click SAVE CHANGES when done.

Team Detail: Members Tab

Clicking VIEW on a team opens its detail page. The Members tab lists all team members with their name, email, role, active case count, and last sign-in date. Each member has a status indicator (green = available, red = unavailable) and a VIEW link to open their individual user record.

Team Detail: Schedule Tab

The Schedule tab provides a calendar view of team availability for the month. The left panel shows members currently marked as Unavailable or Available for the selected day. Calendar days display the number of users with scheduled unavailability, giving Team Admins a quick overview of coverage at a glance.

Notifications

Team Admins receive notifications when team members make certain changes. A notification is triggered when an Underwriter or Case Manager performs any of the following actions:

• Disables or enables distribution
• Disables or enables co-sign
• Toggles availability off or on
• Adds, updates, or deletes a scheduled availability
• Updates their Authority Limit
• Updates their Case Limit

Each notification includes the name of the user, the time of the change, and a description of the event.

Notification behavior:

• The notification number badge on the bell icon disappears after the user clicks the Notifications button.
• Closing the notification hub removes the blue "new" indicator from individual notifications.
• The notification hub includes a functioning Search bar to filter notifications.
• Notifications are displayed for a rolling window of recent activity.

Teams Dashboard

With Teams configured and My Dashboard turned on, Team Admins will be able to view Team Dashboards.

The top section displays Key Performance Indicators and graphs with common data requests.

The Case Reporting section allows the Admin to filter cases by due status and queue for all of the teams users. 

The bottom table shows all cases assigned to members in the team. This also filters based on the status and queues shown above.