Genesys Cloud utilizes work teams as organizational units that enable supervisors to manage groups of agents collectively rather than individually. Supervisors with appropriate permissions can create, manage, and delete work teams, add or remove team members, and edit team details. Key capabilities include assigning entire teams to queues simultaneously, eliminating individual user assignments, and monitoring team performance through multiple views including Agent Performance Detail, Agent Status, Agent Evaluation, Queue Performance Detail, and Real-time adherence. The platform provides supervisors with detailed metrics across agent evaluations, queue interactions, agent status, and historical adherence data. Additional functionality includes schedule management for work teams, enabling supervisors to edit schedules and schedule activities by team. This team-based structure streamlines queue management and performance monitoring in contact center operations by allowing supervisors to filter performance views by work teams and manage adherence tracking at the team level.