Teams Overview

Teams Overview

Teams are a cornerstone of the platform and the selling motion. With Teams, we can ensure that an organization is creating a coaching culture that has the means to ensure that their managers are responsive to reps when they need help, have the tools in their belt to coach their teams effectively, and can track the efficiency of the individuals that they manage directly. 



The Basics

Within the platform, Teams provide the hierarchy to represent the supervisor and a rep relationship. Below are the core components of what makes up a team:



Members are the individual contributors that are a part of a larger group. Members can represent all users who perform the same job function, are within the same geographic location, or any grouping that represents a number of individuals that have similar goals and responsibilities. 

A user may be a part of one or many teams based on the function of their role. 


Supervisors are users who manage members of a team and have tools provided to them to manage those members within the platform. A user can be a supervisor of one or many teams. When they are a supervisor of at least one team they are designated as a supervisor across the platform. Below we'll highlight all of the tools that a supervisor has across the platform. 

RingDNA Coaching Tools

Within the management of Teams, administrators of the platform have direct control over team-specific RingDNA settings. The provides an extra layer of control and contextualization of how RingDNA can enable teams across the spectrum of their unique roles and responsibilities. 

  • Call Recording - Allows admins to determine bespoke recording settings for the members of a team and the direction of calls that should be recorded for members of a team. 
  • Call Reports Notifications and CC Email - Allows for control over what supervisors should be notified when members of a team report low-quality calls.
  • Open Barge - Determines if all users in a team can listen in to the calls of those within the team. 
  • Call Disposition Requirement - Prompts users of the team to add a call disposition at the termination of a conversation. 
  • Call Dispositions - Provides management for the call dispositions relevant to members of the team and their roles. 
  • Voicemail Drops - Allows for the configuration of contextual voicemails that any member of the team can use within their calls. 
  • Custom User Status - Ensures that supervisors have clear visibility into how members of their team are spending their time. 

What's Unlocked with Teams

When customers configure, manage, and maintain their teams with the platform, they receive benefits across their organization. Below we outline the core areas of value that are received by teams:

For Sales Managers

Track what supervisors are spending their time coaching their teams 

Sales Leaders need to ensure that the managers on their team are providing effective coaching to reps and driving repeatable success. As supervisors are added to teams, leaders can track the volume of calls that supervisors coach. This is visible through live coaching tools such as the volume of real-time notifications associated with members of a manager's team or through the investments they have made to coach live via listening in coaching sessions. 

Leaders can also track the investments that Supervisors are making with their teams via post-call coaching via playback of conversations and feedback provided to reps via annotations. 

For Supervisors

As users are associated with teams as Supervisors, they are provided with a rich set of tools to manage their teams. 

Notify supervisors when reps need help on a call - When members of a team flag call for review within RingDNA, the supervisors on their teams are notified as soon as a call recording exits to draw their attention to coach the rep where they needed help. 

Provide real-time notifications when reps are on live calls - Supervisors can receive real-time moments notifications highlighting the context of their team's calls.

Allow supervisors to listen in to their team's calls - Managers of reps can join their team member's calls live via the RingDNA Team's tab or our RingDNA Live call studio to be able to see who their reps are interacting with and provide feedback via joining their calls live to either join as a participant or coach indirectly via whisper notifications. 

Route calls to the right agent on the fly - Managers can directly route calls in a queue to members of their team to reduce the time that inbound callers spend on hold.  

Filter reports seeing relevant insights - Across the platform, RingDNA, Conversation AI, and Moments™ reports can be filtered by a team so that contextual information is presented to Supervisors based on the users on their team. 

Determine what recordings can be played back - The supervisor and members team hierarchy can determine what recordings are available to users to playback and review to ensure a flexible security model where members of a team can learn from each other. 

For Team Leads

Allowing members of a team special permission to listen in to calls - Members of a team can be provided capabilities to listen in to their peers' calls to provide direct coaching.

Getting Started with teams

To manage teams across an organization, use the following articles to guide you on how to manage teams, the association of users to teams, and special RingDNA settings managed for teams. 

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