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Configuring and Managing Teams

Learn how to create and manage teams, add or remove members, assign team leaders, and configure alert notifications and escalation settings.

Table of Contents

Admins are responsible for creating and managing teams, while users belong to these teams. Each team is set up to handle alert escalations, which are addressed by the team leaders. There is no limit to the number of teams within an organisation or the number of users in a team. However, each team must have at least two leaders.

Creating Teams

Admins create and manage teams.

  1. Log into the web portal as an admin.
  2. Open Teams
  3. Select New Team
  4. Configure team details.
  5. Save.

 

Deleting Teams

Admins can delete teams. If a team is deleted, all members will become team-less (unless they are in another team) and should be added to a new team. Deleting a team cannot be undone.

  1. Log into the web portal.
  2. Open Teams
  3. Select the team.
  4. Select the three dots to the right of its name.
  5. Select Delete Team

General Settings

Alert notification channels and optional emails use business hours to determine when notifications are sent. If a team leader's notifications are only enabled after-hours, they will not receive notifications if an alert or action is triggered by a team member during business hours.

Report summary times determine when reports are sent.

 

Members

The Members section lists all team users (team members). Admins can add or remove members and assign them as team leaders.

To make a user a team leader, click the three dots next to their name and select add team leader status. The same process is used to remove team leader status.

To add a user to a team:

  1. Log into the web portal.
  2. Open Teams
  3. Select the team.
  4. Open Members
  5. Select Add users
  6. Search for and add the user(s).

 

To remove a user from a team:

  1. Log into the web portal.
  2. Open Teams
  3. Select the team.
  4. Open Members
  5. Find the user you want to remove by using the search function.
  6. Click the three dots next to their name, then select Remove from Team 

Note - this action only removes the user from the team, not from your overall account.

Alert Notifications

Notification Times

Notification times are customized for each team leader and determine when they receive alert notifications through enabled channels. When an alert is triggered, team leaders receive notifications at the specified times.

  • +0 mins: Sent instantly.
  • +15 mins: Sent 15 minutes after the alert is triggered if no follow-up has been completed.
  • +30 mins: Sent 30 minutes after the alert is triggered if no follow-up has been completed.

Notification Channels

Team leaders receive alert notifications through enabled methods. Notification times determine when these are sent. Each team leader can have one or more methods activated. These settings can be tailored for both business hours and after-hours, configurable in the teams general settings.

  • Email: Sends an email with alert information and a link to the activity.
  • SMS: Sends a text message with alert information and a link to the activity.
  • Push Notification: Notifies the team leader of a triggered alert. They must be logged into the app.
  • Phone call: Initiates an automated phone call to alert the team leader.

 

Optional Notifications

Optional Email Notifications

Customise email notification settings for team leaders.

  • Start: sent when a team member starts an activity.
  • ETA change: sent when a team member extends their timer.
  • Alert followed-up: sent when another team leader completes following up an alerted activity.
  • Request approved: Sent when another team leader approves or declines a requested activity.
  • Home safe: sent when a team member completes an activity.
  • Alert Summaries: Subscribing makes this user eligible to receive Alert Summaries. Note: Emails are only sent if the operator explicitly selects 'Send Summary' during or after the follow-up process.

These settings can be tailored for both business hours and after-hours.

Optional Email Reports

Customise optional email reports sent to team leaders. This provides them with reports containing various activity information. The reporting schedule can be configured in the general settings.

The generation times for daily and handover shift summaries can be customised in the general settings for each team. Weekly summaries are sent every Monday at 6:10 AM, while monthly summaries are delivered on the first day of each month at 7:00 AM.