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