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

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Usage

Teams, for example, ensure that the correct users receive the appropriate tickets and facilitate 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 also offer versatile uses: 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 “Revoke” with the channels “E-Mail”, “Chat”, “Telephone” and “Letter”. All users of this specialty receive tickets on these topics in Autopilot.
  • The sub-team “VE-Death” has the skill “Death” in the same channels. It specializes in appropriately dealing with 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”, “Telephone” and “Letter”. All users of this department are assigned tickets in Autopilot that match these characteristics.
  • The sub-team “VR-Training” has the same skills but only the channel “E-Mail”. It consists of new employees who deepen their expertise by processing written customer inquiries before being used in real-time channels such as telephone 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.

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Data Availability

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

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Assignment of Roles and Permissions

Each team is assigned an individual or base role, thereby clearly regulating the access rights of the members.
The naming of teams should be clear and understandable. A description explaining the team’s purpose simplifies management. A well-thought-out team structure ensures efficient handling of customer inquiries and promotes cooperation within the company.