Recommendations for structuring users, teams, and 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) |
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 |
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) |
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 |
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) |
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 |
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 |