Channel and label structure for your Team(s) allow you to create any setup you want. There are some things to know to make optimal use of the capabilities.



Rules

A: You can filter on channel(s) by adding channel(s) to a Team.
This returns all cases from the assigned channel(s) no matter what labels is assigned.

B: You can filter in channel(s) by adding channel(s) and label(s) to a Team.
This returns all cases that have the label(s) assigned to the case(s) and come from the channel(s) assigned.

C: You can filter on label(s) by adding label(s) to a Team.
This returns all cases that have the label(s) assigned from the whole account.

Note: When an Agent has no Channels assigned to him he can not create any cases. If you want the Agent to be able to create new cases, add a new Team with the assigned Channel(s).




Examples:

TEAM ONE

Channels:
A
B

Labels:
None

Case creation:
Channel A
Channel B

Returns:
Cases from channel A and B



TEAM TWO
Channels:
None

Labels:
Y
Z

Case creation:
No case creation possible

Returns:
Cases with label Y or Z
No matter what channel


TEAM THREE

Channels:
A
B

Labels:
Y
Z

Case creation:
Channel A
Channel B

Return:
Cases from channel A and B
Where labels are Y or Z are added to the cases