Teams are created in the User administration → Users and Teams section. They are used for structuring and optimizing workflows.

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Usage

For example, teams ensure that the correct users receive the appropriate tickets and enable a clear organization of responsibilities.

Specific skills (skills) and communication channels can be assigned to a team, ensuring targeted routing of customer concerns to qualified employees.

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Team Structures

In addition to regular teams, sub-teams offer diverse application possibilities: From specializations on complex topics or as a training environment for new employees. With tiered responsibilities, they can significantly improve service quality and efficiency. Here are 2 examples:

1. “Contract Termination” Team

  • The “Contract Termination” team has the skills “Cancellation”, “Relocation” and “Withdrawal”, with the channels “E-Mail”, “Chat”, “Phone” and “Letter”. All users of this department receive tickets to these topics in autopilot.

  • The sub-team “CT-Death Case” has the skill “Death Case” in the same channels. It is specialized in appropriately handling this sensitive special case in contract termination.

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 department are assigned autopilot tickets that match these properties.

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

The field „Parent Team“ 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 is helpful, for example, for a “Supervisor” team that evaluates the performance of agents, or a “Contract Termination” team that does not require any access to analytics data.

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Assignment of Roles and Permissions

An individual or base role is assigned to each team, clearly regulating the access rights of members.

The naming of teams should be clear and understandable. A description that explains the purpose of the team makes administration easier. A well-thought-out team structure ensures efficient processing of customer inquiries and promotes collaboration within the company.