Teams are created in the “User Management - Users and Teams” section. They serve to structure and optimize workflows.

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Use

For instance, Teams ensure that the right users receive appropriate tickets, and enable clear organization of responsibilities.

Specific skills and communication channels can be assigned to a team, ensuring that customer requests are directed to qualified employees.

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Team Structures

In addition to regular teams, sub-teams also offer diverse application possibilities. From specializing in complex topics or serving as a training environment for new employees. Through layered responsibilities, they can significantly improve service quality and efficiency. Here are two examples:

1. “Contract Termination” Team

  • The “Contract Termination” team possesses skills in “Cancellation”, “Relocation”, and “Withdrawal”, with the channels “E-mail”, “Chat”, “Phone” and “Letter”. All users of this specialized area receive tickets concerning these topics in autopilot.

  • The sub-team “CT-death” has the skill “Death” in the same channels. It specializes in handling this sensitive special case in contract termination adequately.

2. “Contract Framework” Team

  • The “Contract Framework” team has the skills “Documents”, “Customer Portal”, “Address Change” and “Contract Details”, with the channels “E-mail”, “Chat”, “Phone” and “Letter”. All users of this specialized area are assigned tickets in autopilot that match these properties.

  • The sub-team “CF-Training” has the same skills, but only the channel “Email”. It consists of new employees, who deepen their expertise by processing written customer inquiries before they are deployed in real-time channels such as phone or chat.

The “Higher Order Team” field determines whether a team is created at the top level (“Root”) or as a sub-team, and is subordinate to an existing team.

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Data Availability

Access to analytics data can also be managed for each team. This might, for example, be helpful for a “Supervisor” team that evaluates the performance of agents, or a “Contract Termination” team, that does not require access to analytics data.

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Assignment of Roles and Permissions

Each team is assigned an individual or base role, clearly regulating members’ access rights.

The designation of teams should be clear and comprehensible. A description that explains the purpose of the team facilitates management. An efficiently thought-out team structure ensures efficient handling of customer requests and promotes collaboration within the company.