Best Practices

The optimal assignment of employees to teams and thus to Skills (for Skill-Based-Routing) and Roles (for permissions) is individual. Based on our experience, we would like to provide recommendations on how to establish such a structure. The recommendations are primarily aimed at energy supply providers.

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Small Organizations (up to 15 employees)

In small organizations, an effective way of working can be achieved by distributing roles and skills directly to employees, with little complexity.

New agents are assigned to the “Agent” team, all others receive an individually assigned role (due to the low number).

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Roles

Role	Duties	Rights
Administrator	Carries out all tasks, including management of the AI agents	(Standard role)
Team Leader	Manages users	User Management
Agent	Performs case processing tasks	(Standard role)

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Teams

Team	Duties	Skills	Rights
Case worker	Regular case processing	Standard Skills	Agent
Second Level A	Complex case processing	e.g. NNA	Agent
Second Level B	Complex case processing	e.g. MaKo	Agent
Temporary teams*	One-time or special tasks	Temporary Skills	Agent

*Examples of temporary teams:

• Training team, which is staffed with the employees to be trained and training skills for the duration of the training.
• Task Force Spring Offensive, for the duration of a customer recovery campaign.

Employees outside of case processing are assigned their roles directly.

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Medium Organizations (15-100 employees)

For medium organizations, a more differentiated structure is recommended, which already provides specialised roles, but does not yet require the full complexity of large organizations.

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Roles

Role	Duties	Rights
Administrator	System configuration and maintenance	(Standard role)
AI Manager	Optimization and monitoring of AI agents	AI Management
Workforce Manager	Resource planning and Skill management	Team and User Management
Quality Manager	Quality assurance and control	QM rights, monitoring
Team Leader	Team leadership and Second-Level Support	Team Leader’s Rights
Agent	Case processing	(Standard role)

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Teams

Team	Duties	Skills	Rights
First Level	Standard requests	Base Skills	Agent
Second Level	Complex cases	Advanced Skills	Agent
Specialists	Subject-specific tasks	Special Skills	Agent
Management	Administrative tasks	None*	According to Role
Quality	Quality assurance	None*	QM rights

*Not necessary as outside case processing.

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Large Organizations (>100 employees)

Large organizations are characterized by a variety of features that require a flexible and adaptable structure. Typical challenges of larger organizations include:

• Combination of First and Second Level Teams for efficient processing of simple and complex requests.
• Integration of internal employees and various external service providers, often with a limited profile of use.
• A variety of skills to cover all necessary competencies.
• FInely allotted and only necessary assigned access rights.
• Consideration of various brands and/or products.
• Specialists from IT, quality assurance and other areas working together in Enneo.

Unlike in small teams, where there is primarily a 1:1 assignment of an employee to a team, in larger organizations it is advisable to assign employees to several teams.

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Roles

The roles are more finely broken down in large organizations, depending on the case, the following is offered, for example:

Role	Duties	Rights
Admin	Basic system configuration	(Standard role)
AI Manager	Optimizes AI agents	AI Agents
Workforce Manager	Manages users, teams, and skills	User+Team+Tag Management
Knowledge Manager	Manages the knowledge base (Wiki)	Wiki
Reporting Manager	Manages the Enneo BI solution Superset	Reporting
Quality Manager	Checks employee quality	Agent + QM
Team Leader	Manages team, Second-Level Support	Agent + Team
Agent	Case processing	(Standard role)

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Teams

It is advisable to set up a combination of different teams for different tasks to encapsulate complexity. A setup of up to three different types of teams is suggested:

1. Professional Teams to assign Skills to case workers for Skill-based-routing.
2. Role Teams to give managing staff rights.
3. Organizational Teams to give additional rights and/or Skills and to keep an overview of where an employee is organizationally assigned, e.g. for external service providers or specific products.
4. Possibly, temporary teams for projects or other special tasks, analogous to small organizations.

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Professional Teams

Team	Duties	Skills	Rights
Basic Front Office	Basic Front Office Topics	Billing, Termination, etc.	Agent
Second Level Billing	Complex Billing Cases	Special Billing	Agent
Customer Portal	Portal care	Portal Skills	Agent

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Role-based Teams

A team per role, as outlined above. Employees are then not directly assigned to a role, but through a team. This is solely for oversight, alternatively one can of course also assign the role directly to the employees.

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Organizational Teams

Team	Duties	Skills	Rights
Service Provider 1	Assigned Skills	None*	Agent
Service Provider 1 Subteam 1	Specific tasks	Market Communication*	Agent
Internal Team 1	Internal processing	None*	Agent
Internal Team 1 Department A	Internal processing	None*	Agent
Internal Team 1 Department B	Internal processing	None*	Agent

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Example Profiles

• Fabian Firstlevelsupporter

  • Teams: “Service provider 1 Subteam 1”, “Basic Front Office”
  • Role: Agent
  • Resultant Rights: Tickets
  • Resultant Routing: Basic Front Office Topics

• Tamara Team Leader - Teams: “Internal Team 1”, “Team Leader”, “Second Level Billing”, “Customer Portal”

  • Role: Team Leader
  • Resulting Permissions: Tickets and access to the Analytics Portal
  • Resulting Routing: Second Level Billing, Customer Portal Topics

• Karin K.I.

  • Team: “AI Manager”
  • Role: AI Manager
  • Resulting Permissions: AI Performance Optimization

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Practice Tips

1. Skill Assignment

   • Once the organization reaches a certain size, skills should primarily be assigned via teams and individually only in exceptional cases.
   • Regular review of skill distribution
   • Assign new skills only after successful training

2. Team Management

   • Establish clear naming conventions for teams
   • Regular review of team structures

3. Role Administration

   • Minimal principle in granting permissions
   • Regular review of role assignments
   • Examination via a second user, e.g., in the test system