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The optimal allocation of employees to teams and thus to skills (for skill-based-routing) and roles (for permissions) depends on each individual case. Based on our experience, we would like to provide recommendations on how to construct such a structure. These recommendations are mainly intended for energy supply providers.

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Small Organizations (up to 15 employees)

In small organizations, it can be relatively straightforward to distribute roles and skills directly to employees with little complexity. New agents are assigned to the “Agent” team, while all others (due to the low number) receive individually assigned roles.

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Roles

RoleTasksRights
AdministratorPerforms all tasks, including the management of AI agents(default role)
Team LeaderManages usersUser management
AgentPerforms administrative tasks(default role)

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Teams

TeamTasksSkillsRights
ClerkRegular administrative workStandard skillsAgent
Second Level AComplex administrative worke.g. NNAAgent
Second Level BComplex administrative worke.g. MaKoAgent
Temporary Teams*One-time or special tasksTemporary skillsAgent
*Examples of temporary teams:
  • Training team, staffed with employees to be trained and training skills for the duration of the training
  • Task Force Spring Offensive, for the duration of a customer win-back campaign
Employees outside of clerical work are directly assigned their roles.

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Medium-Sized Organizations (15-100 employees)

For medium-sized organizations, a more differentiated structure is recommended, which already provides specialized roles but does not yet require the full complexity of large organizations.

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Roles

| Role | Tasks | Rights | |-------|-------|---------|--------| | Administrator | System configuration and maintenance | (default 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 Rights | | Agent | Administrative tasks | (default role) |

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Teams

TeamTasksSkillsRights
First LevelStandard inquiriesBasic skillsAgent
Second LevelComplex casesAdvanced skillsAgent
SpecialistsSubject-specific tasksSpecial skillsAgent
ManagementAdministrative tasksNone*According to Role
QualityQuality assuranceNone*QM Rights
*Not necessary, as they are outside of administrative tasks

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Large Organizations (>100 employees)

Large organizations are characterized by a multitude of features that require a flexible and adaptable structure. Typical challenges of larger organizations include:
  • Combination of first and second level teams for efficient processing of simple and complex inquiries.
  • Integration of internal employees and various external service providers, often with a confined profile
  • Variety of skills to cover all necessary competences.
  • More finely assigned and granted access rights only when necessary
  • Consideration of different brands and/or products
  • Specialists from IT, quality assurance, and other areas working together in Enneo.
Unlike in small teams, where there is primarily a 1:1 assignment of an employee to a team, it is advisable in larger organizations to assign employees to multiple teams.

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Roles

The roles in large organizations are finely divided. For example, the following aspect can be suggested:
RoleTasksRights
AdminBasic system configuration(default role)
AI ManagerOptimizes AI agentsAI agents
Workforce ManagerManages users, teams, and skillsUser, Team, & Tag Management
Knowledge ManagerManages the knowledge base (wiki)Wiki
Reporting ManagerManages the Enneo BI solution SupersetReporting
Quality ManagerChecks employee qualityAgent + QM
Team LeaderManages team, second-level supportAgent + Team
AgentAdministrative tasks(default role)

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Teams

It is advisable to set up a combination of different teams for different tasks to encapsulate complexity. Here, for example, a setup from up to three different types of teams is a good idea:
  1. Technical teams to assign skills to clerks for skill-based routing
  2. Role teams to give managing employees rights
  3. Organizational teams to assign additional rights and/or skills and to keep track of where an employee is organizationally assigned, e.g. for external service providers or certain products
  4. If necessary, temporary teams for projects or other special tasks, analogous to small organizations

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Technical Teams

TeamTasksSkillsRights
Basic Front OfficeBasic Front Office TopicsBilling, Termination, etc.Agent
Second Level BillingComplex Billing CasesSpecial BillingAgent
Customer PortalPortal CarePortal SkillsAgent

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Role Teams

One team per role, as listed above. Employees are then not directly assigned a role, but through a team. This serves exclusively for overview, alternatively, you can of course also directly assign the role to the employees.

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Organizational Teams

TeamTasksSkillsRights
Contractor 1Assigned SkillsNone*Agent
Contractor 1 Subteam 1Specific tasksMarket communication*Agent
Internal Team 1Internal processingNone*Agent
Internal Team 1 Department AInternal processingNone*Agent
Internal Team 1 Department BInternal processingNone*Agent
*Regarding Skills, it is important to make a distinction:
  • Fixed Topic Teams: If a team is assigned to a fixed topic, a skill assignment can already be made here. Examples:
    • Contractor exclusively for outbound contract renewal
    • Contractor hired solely for market communication
  • Flexible Teams: For general, flexibly deployable teams, skill assignment via separate technical teams is advisable (see above). Examples:
    • Contractor for general front office
    • Internal employees with changing tasks

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Example Profiles

  • Fabian First-Level-Support
    • Teams: “Contractor 1 Subteam 1”, “Basic Front-Office”
    • Role: Agent
    • Resulting Rights: Tickets
    • Resulting Routing: Basic Front-Office Topics
  • Tamara Team Leader - Teams: “Internal Team 1”, “Team Leadership”, “Second Level Billing”, “Customer Portal”
    • Role: Team Leader
    • Resulting Rights: Tickets and access to the Analytics Portal
    • Resulting Routing: Second Level Billing, Customer Portal Topics
  • Karin K.I.
    • Team: “AI Manager”
    • Role: AI Manager
    • Resulting Rights: AI Performance Optimization

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Practical Tips

  1. Skill Assignment
    • Starting at a certain organizational size, skills should primarily be assigned through teams and only in individual cases.
    • Regular check of the skill distribution
    • Assign new skills only after successful training
  2. Team Management
    • Establish clear naming conventions for teams
    • Regular review of team structures
  3. Role Administration
    • Minimalist principle in granting rights
    • Regular review of role assignments
    • Check by a secondary user, for example in the test system