How team data for QM and Analytics syncs between the ACD and Workforce Optimization

When team data is changed in the ACD, the Sync service detects it and makes several changes in Workforce Optimization. The following table summarizes these changes.

Change in the ACD	Resulting Change in Workforce Optimization
New team is added	New team is added with the same name. Makes any agent who is a member of the team in the ACD a member of the team in Workforce Optimization.
Team name is changed	Team name is changed.
New agent is added to the team	New agent is added to the team.
Team is changed	No change.
Agent is removed from a team	No change.

You can create new teams in Workforce Optimization and assign agents to them, but these new teams are not synchronized back to the ACD.

An agent can belong to only one team. If you move an agent from one team to another in Workforce Optimization, you do not affect that agent’s team assignment in the ACD.