Why can't a team lead see other teams in Team Performance or Agent Scorecard?

Team leads with the BPO Team Lead role sometimes report that they can only see their own team's data in Team Performance and Agent Scorecard, even though colleagues with the same role at the same site can see every team. This usually comes down to one field on the team lead's user profile, and it's a quick fix.

Why can't a team lead see other teams in Team Performance or Agent Scorecard?

The BPO Team Lead role restricts report visibility to whatever team (or teams) are set in Filters > Teams on that person's profile. If this field is scoped to the team lead's own individual team instead of the site-wide team, they'll only ever see themselves, even if their role should otherwise allow visibility into other teams at the site.

This is easy to miss because it looks identical to a role or restricted-site problem. If a team lead's role and restricted site settings match a working colleague's exactly, Filters > Teams is the next place to check.

How do I fix a team lead's missing team visibility?

1. Navigate to the affected team lead's user profile.
2. Go to Filters > Teams.
3. Compare the current value to a colleague who has working visibility. If it's set to an individual or personal team (for example, the team lead's own name), that's the cause.
4. Update Filters > Teams to the site-wide team that covers everyone at that location, matching the working colleague's profile.
5. Save the profile.
6. Ask the team lead to log out of Assembled and log back in.

How do I know it worked?

After the team lead logs back in, they should see every agent at the site in both Team Performance and Agent Scorecard, not just their own team's data. If they still can't see other teams, double-check that Filters > Teams saved correctly, and that their role and restricted site settings still match a working colleague's.