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Agents can access QFD through a link in their customer service tool (CST). An agent will be assigned to a workgroup, based on their profile settings. An agent can access the user profile and view the workgroup assignment(s).
In the top right corner of the QFD screen, the agent will see a colored circle with the agent's initials. Clicking on that circle will allow the agent to access their profile. In the bottom right-hand corner of their profile, they can see what team(s) they are a part of in the QFD system. The assigned workgroup(s) will help to ensure that an agent only receives work items aligned to their skills. If you experience an issue with access, please reach out to your manager.
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