Teams are created in the User Management → Users and Teams section. They are instrumental in structuring and optimizing workflows.

​
Usage

For example, Teams ensure that the correct users receive the appropriate tickets and allow clear organization of responsibilities. Specific skills and communication channels can be assigned to a team, ensuring targeted routing of customer concerns to qualified staff.

​
Team Structures

In addition to regular teams, sub-teams also offer various application possibilities: From specializing in complex topics or even as a training environment for new employees. Through graduated responsibilities, they can significantly improve service quality and efficiency. Here are 2 examples: 1. Team “Contract Termination”
  • The “Contract Termination” team has “Cancellation,” “Relocation,” and “Revocation” skills, with “E-Mail,” “Chat,” “Phone,” and “Letter” channels. All users in this division receive Autopilot tickets on these topics.
  • The sub-team “CT-Death Case” possesses the skill “Death Case” in the same channels. It specializes in handling this sensitive special case in contract termination appropriately.
2. Team “Contract Framework”
  • The “Contract Framework” team has “Documents,” “Customer Portal,” “Address Change,” and “Contract Details” skills, with “E-Mail,” “Chat,” “Phone,” and “Letter” channels. All users in this division are assigned autopilot tickets that possess these characteristics.
  • 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 handling written customer inquiries before being deployed in real-time channels such as phone or chat.

The “Parent 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.

​
Data Availability

Access to analytics data can also be managed for each team. For example, this is useful for a “Supervisor” team that evaluates agent performance, or a “Contract Termination” team that does not require any access to analytics data.

​
Assignment of Roles and Permissions

An individual or basic role, which clearly regulates members’ access rights, is assigned to each team.
The designation of teams should be clear and comprehensible. A description that explains the purpose of the team makes management easier. Efficient handling of customer inquiries is ensured through a well-thought-out team structure, and collaboration within the company is promoted.