Rostering is the part of the role with real write access. You can change how
calls reach people; you cannot change who the people are.
Queues
You may create, edit and delete queues, and add and remove their members —
any queue in the organisation, not only your own team’s. A queue carries
an optional team, and that is a label for filtering rather than a fence.
Adding somebody who is already a member is how you change their priority:
the add replaces it rather than failing. Priority decides who is offered a
call first.
The Members dialog adds everyone at priority 1 and has no editor for it.
Setting a different priority is an API call today.
Teams
You can see the teams, who is on them and what each is allowed to spend. You
cannot change any of it. Adding an agent to a team and setting their skill
level are the organisation admin’s, because that is a statement about
somebody’s job rather than about today’s call distribution.
Two different numbers are easy to confuse:
Team budgets
A team can carry a budget and a period — daily, weekly or monthly — which is
a second limit alongside the organisation’s balance: a team can be cut off
while the tenant still has credit. Where a budget is enforced, a prepaid call
is capped to the seconds the remaining budget will pay for, and the refusal
names the team rather than the balance, because insufficient credit against
a healthy balance is a baffling thing to read.
Check before you rely on one. Enforcement reads a budget period for
the team covering today. The amount and the cadence typed on the team are
stored and displayed, and nothing in the product creates that period row, so
a budget typed in the panel does not by itself stop a call. Treat a team
budget as a figure you are tracking, not as a limit that will act.