Best Practices

The optimal assignment of employees to teams and thus to skills (for Skill-Based-Routing) and roles (for permissions) is individual. Based on our experience, we would like to give recommendations on how such a structure can be built. The recommendations are primarily intended for energy supply providers.

Small Organizations (up to 15 employees)

In small organizations, effective workflows can be achieved with a direct distribution of roles and skills to employees with low complexity.

New agents are assigned to the "Agent" team, all others receive individually assigned roles due to their low numbers.

Roles

Role	Tasks	Rights
Administrator	Takes over all tasks, including administration of the AI agents	(Standard role)
Team Leader	Manages users	User management
Agent	Takes over tasks of case processing	(Standard role)

Teams

Team	Tasks	Skills	Rights
Clerk	Regular case processing	Standard Skills	Agent
Second Level A	Complex case processing	e.g., NNA	Agent
Second Level B	Complex case processing	e.g., MaKo	Agent
Temporary Teams*	One-time or special tasks	Temporary Skills	Agent

*Examples of temporary teams:

Training team, which is occupied by the employees to be trained and training skills for the duration of the training
Task Force Spring Offensive, for the duration of a customer recovery campaign

Employees outside of the case processing area are assigned their roles directly.

Medium 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.

Roles

Role	Tasks	Rights
Administrator	System configuration and maintenance	(Standard role)
AI Manager	Optimization and monitoring of the 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	Case Processing	(Standard role)

Teams

Team	Tasks	Skills	Rights
First Level	Standard requests	Basic Skills	Agent
Second Level	Complex cases	Advanced Skills	Agent
Specialists	Subject-specific tasks	Special Skills	Agent
Management	Administrative tasks	None*	According to role
Quality	Quality Assurance	None*	QM Rights

*Not necessary as they are outside of case processing

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 requests.
Integration of internal employees and various external service providers, often with a limited profile of use
Variety of skills to cover all necessary competences.
Finely assigned and granted access rights only if 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 a primary 1:1 assignment of an employee to a team is used, it can be beneficial in larger organizations to assign employees to multiple teams.

Roles

Roles are more finely split in large organizations, depending on the case, for example, the following profile is suitable:

Role	Tasks	Rights
Admin	Basic system configuration	(Standard role)
AI Manager	Optimizes AI agents	AI Agents
Workforce Manager	Manages users, teams, and tags	User+Team+Tag Management
Knowledge Manager	Manages the knowledge base (Wiki)	Wiki
Reporting Manager	Manages the enneo BI Solution Superset	Reporting
Quality Manager	Checks employees' quality	Agent + QM
Team Leader	Manages Team, Second-Level Support	Agent + Team
Agent	Case Processing	(Standard role)

Teams

Regarding teams, it is recommended to create a combination of different teams for different tasks to encapsulate complexity. Here, a setup of up to three different types of teams is suitable:

Technical teams to assign skills to case processors for skill-based routing
Role teams to give rights to managing employees
Organizational teams to grant additional rights and/or skills and keep an overview of where an employee is organizationally assigned, e.g. for external service providers or certain products
Possibly temporary teams for projects or other special tasks, similar to small organizations

Technical Teams

Team	Tasks	Skills	Rights
Base Front Office	Basic front office topics	Invoicing, Termination, etc.	Agent
Second Level Billing	Complex billing cases	Special Invoicing	Agent
Customer Portal	Portal support	Portal Skills	Agent

Role Teams

One team per role, as listed above. Employees are then not assigned directly to a role, but via a team. This serves only for clarity, alternatively, of course, the role can be assigned directly to the employees.

Organizational Teams

Team	Tasks	Skills	Rights
Service Provider 1	Assigned Skills	None*	Agent
Service Provider 1 Sub-team 1	Specific tasks	Market communication*	Agent
Internal team 1	Internal processing	None*	Agent
Internal team 1 Department A	Internal processing	None*	Agent
Internal team 1 Department B	Internal processing	None*	Agent

Note

*Regarding the skills, a distinction is to be made:

Fixed topic teams: If a team is assigned to a fixed topic, a skill assignment can already be made here. Examples:
- Service provider exclusively for outbound customer recovery
- Service provider hired only for market communication
Flexible teams: For general, flexibly deployable teams, a skill assignment via separate technical teams makes sense (see above). Examples:
- Service provider for general front office
- Internal employees with changing tasks

Sample Profiles

Fabian Firstlevelsupporter
- Teams: "Service Provider 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 Lead", "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

Practical tips

Skill Assignment
- From a certain size of the organization, skills should primarily be assigned via teams and only in individual cases.
- Regular review of Skill Distribution
- Only assign new skills after successful training
Team Management
- Establish clear naming conventions for teams
- Regular review of the team structures
Role Administration
- Principle of minimalism in the assignment of rights
- Regular review of the role assignments
- Audit by a secondary user, e.g. in the test system