---
title: "Create and Manage WFM Teams"
slug: "create-and-manage-wfm-teams"
updated: 2026-01-29T19:05:38Z
published: 2026-01-29T19:05:38Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create and Manage WFM Teams

By organizing agents into teams, responsibilities and metrics can be divided, and management can be better defined.

Agents can be moved between teams at any time, allowing you to adapt to changing roles and responsibilities.

Admins are assigned to teams, granting them permission to create or modify the schedules of these agents, alongside other privileges.

[Learn more about roles and permissions](https://help.dialpad.com/docs/wfm-roles-and-permissions)

> [!NOTE]
> Who can use this
> 
> Dialpad WFM is available to all Dialpad users.
> 
> Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.

> [!NOTE]
> Note
> 
> Dialpad WFM teams are unrelated to Coaching Teams in Dialpad. You are free to match this set-up in Dialpad WFM, or to use a different structure that best suits your workflows within WFM.

## Access the team page

Teams can be created and managed from the Agent page in Dialpad WFM:

1. Go to **Settings**
2. Select **Agents**
3. Select the **Team** tab ![Select the Teams tab on the Agent page](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Teams.png)

The team tab displays a table of all the teams you have created in your Dialpad WFM account.

## Create a team

You can create teams in WFM at any time.

To create a WFM team, head to **Dialpad WFM:**

1. Navigate to**Settings**
2. Select **Agents**
3. Select**Teams** ![Select the Teams tab on the Agent page](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1757415648430.png)
4. Select **New Team** ![Select New Team](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1757415636101.png)
5. Enter the **name** of the team ![Enter the details of the team to create it](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/New team.png)
6. Select the **admins** who will have edit privileges for this team. You will be granted access by default.
7. Select the **agents** you want to assign to this team.
  1. If you’re not ready to add agents now, don’t worry you can add agents later
8. Select **Create Team**

Your team will now be created and displayed in the team table.

If you assigned agents to this team, those agents will now display under this team in the schedule and be protected by the new privileges for this team

## Edit a team

You can change the admins that have ‘view and edit’ privileges for a team, or the agents within a team at any time, allowing you to adapt to changing roles and responsibilities:

To edit a WFM team, head to **Dialpad WFM:**

1. Select anywhere on a team’s row to edit that team ![Select the row to edit the team](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Teams select.png)
2. Edit the name, admins or agents in the team, as needed ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Edit team(1).png)
3. Select **Save**

The team and affected agent’s settings will be updated with the new values.

> [!WARNING]
> To add new users
> 
> - New admins can be added to your Dialpad WFM account via the **Admins** page in **Settings**
> - New agents can be added from the **Agents** tab in the **Agent** page.

## Delete a team

To delete a WFM team, head to **Dialpad WFM:**

1. Select anywhere on a team’s row to edit that team ![Select the row to edit the team](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Teams select.png)
2. Select **Delete Team** ![Select Delete Team](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Edit team copy.png)
3. Confirm by selecting **Delete**

The team will now be deleted. All agent’s will be automatically reassigned to the default team.

## Frequently asked questions

### How should I structure my teams?

We recommend that you group agents by the type of work that they do, and/or the admins or supervisors who manage the team.

For example, if your team is split into Tiers, with multiple supervisors, you may want a structure like: Tier 1 - Andrew, Tier 1 - Jessica, Tier 2 - Peter.

### What is this default team?

When a Dialpad WFM account is created, a default team is created. This team can be edited and renamed at any time, but it **cannot** be deleted.

- All newly added agents are assigned to the default team
- When a team is deleted, all agents are automatically reassigned to the default team

###