Last Update: October 17th, 2025
This guide provides an overview of how Agent Teams are structured and managed within office and client environments. By the end, you will understand how to manage teams, the difference between office and client teams, and the relationship between a team and an agent.
What are Agent Teams?
Agent Teams are additional groupings used to organize users within a client or office. These teams help managers generate accurate reports and streamline oversight.
There are two types of agent teams.
- Office Team: Groups users within the same office into multiple reportable groups. Ideal for organizing agents based on roles, functions, or structure within a single office.
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Client Team: Groups users across multiple offices into a single reportable group. Ideal for managers who oversee agents across different offices within the client account.
Who can create teams?
Administrators with client-level access can create agent teams. Supervisors or Managers without access should contact their Client Administrators or Gryphon AI Customer Care at support@gryphon.zendesk.com for assistance.
Creating Agent Teams
Log in to the Gryphon AI Client Portal
Use your administrator credentials to sign into Client Portal at https://client.gryphon.ai. If your company leverages Single Sign On, please use your company’s unique login page instead.
Check out our step-by-step guide to access your account.
Navigate to Agent Teams
Hover over Agents then select Define Agent Teams
Create the Agent Team
At the bottom of the Agent Teams list, enter the Team Name, a short description, and the scope for the type of team (Client or Office).
Once completed, click Add Team.
Note: Office teams are restricted to assigning agents from a single office. When selecting Add Team you will be prompted to select an office that the new Office Team will be assigned to.
Managing Agent Teams
The following actions are all performed in the Define Agent Teams screen.
Assign Administrators and Agents to Team
Click Admin Assignments or Agent Assignments to view users assigned to the team.
To assign, click Assign New Admin/Agent, locate the user, then check the box next to their name. Once the checkbox is ticked, click Add Checked.
Note: For office teams, if the user or agent is not listed, ensure they are assigned to the office the team is linked to.
Removing Assignments from Team
Click Admin Assignments or Agent Assignments to view users assigned to the team.
Locate the user, then check the box next to their name. Once the checkbox is ticked, click Remove Checked.
Update Team Name
On the Teams screen, locate the team you wish to update and select the team's name; it should appear as a blue link.
Once selected, enter the new/updated team name and/or description in the fields at the bottom of the screen.
Select Update Team to complete the update. The changes will be reflected on the team list.
Remove Team
On the Teams screen, locate the team you wish to remove and select the team name; it should appear as a blue link.
Select Remove Team and click OK when the “Are you sure you want to delete this team?” prompt appears.
The team will no longer appear on the Team list.
Keep in mind
The Assign New Agents page will only display up to 30 agents per page. You will have to add agents that appear on the same page while you are on that page. Switching to a new page will deselect any agents you have selected on prior pages. Similarly, if you search for a name, you will have to individually select each user who does not appear in your search results.
When adding agent or admin assignments, your results will not show any users currently assigned to the specified team. Additionally, adding a user to a new team will remove them from their current team assignment.