Best Practices
Recommendations for structuring users, teams, and roles
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.
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).
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) |
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.
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.
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) |
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.
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.
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) |
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:
- Professional Teams to assign Skills to case workers for Skill-based-routing.
- Role Teams to give managing staff rights.
- 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.
- Possibly, temporary teams for projects or other special tasks, analogous to small organizations.
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 |
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.
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 |
*Regarding the Skills it has to be distinguished:
- Fixed Topic Teams: If a team is assigned to a fixed topic, a skill assignment can already occur here. Examples:
- Service provider exclusively for outbound defection recovery.
- Service provider hired only for market communication.
- Flexible Teams: In general, flexible use teams a skill assignment via seperate professional teams is advised (see above). Examples:
- Service provider for general front office.
- Internal employees with changing tasks.
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
Practice Tips
-
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
-
Team Management
- Establish clear naming conventions for teams
- Regular review of team structures
-
Role Administration
- Minimal principle in granting permissions
- Regular review of role assignments
- Examination via a second user, e.g., in the test system