Admins can use teams to group agents for reporting and organizational purposes. Teams are optional, but can be used to manage your agents by having a common reporting or organizational structure. Together with known languages and categories assigned to agents, teams help comprise the Skills section of the agent profile.
Teams may have one or more team leaders. Team leaders can view the team’s analytics and generate reports containing the team's metrics. In some cases, this is not desired and a team may be created without a team leader. A team leader can also view their own metrics and access individual metrics for agents on their team.