Use
For instance, teams ensure that the right users receive appropriate tickets and enable clear organization of responsibilities. Specific skills and communication channels can be assigned to a team, allowing targeted routing of customer concerns to qualified employees.Team Structures
In addition to regular teams, sub-teams also offer various application possibilities: from specializations on complex topics to training environments for new employees. Graduated responsibilities can significantly improve service quality and efficiency. Here are two examples: 1. “Contract Termination” Team- The “Contract Termination” team has Skills “Cancellation”, “Relocation”, and “Revocation”, with channels “Email”, “Chat”, “Telephone”, and “Letter”. All users in this department receive tickets for these topics in Autopilot.
- The sub-team “CT-Death” has the Skill “Death” in the same channels. It is specialized in handling this sensitive special case during contract termination appropriately.
- The “Contract Framework” team has Skills “Documents”, “Customer Portal”, “Address Change”, and “Contract Details”, with channels “Email”, “Chat”, “Telephone”, and “Letter”. All users in this department are assigned tickets in Autopilot that match these attributes.
- The sub-team “CF-Training” has the same skills, but only the channel “Email”. It consists of new employees who deepen their technical knowledge by processing written customer inquiries before they are used in real-time channels like phone or chat.
The “Parent Team” field determines whether a team is created at the top level (“Root”) or as a sub-team, subordinate to an existing team.
Data Availability
Access to analytic data can also be managed for each team. This can be helpful for a “Supervisor” team that evaluates the performance of agents or a “Contract Termination” team that does not need any access to analytic data.Assignment of Roles and Permissions
Each team is assigned an individual or base role, regulating the access rights of the team members clearly.The designation of teams should be clear and comprehensible. A description explaining the team’s purpose simplifies management. A well-thought-out team structure ensures efficient processing of customer inquiries and promotes cooperation within the company.
Routing and Rights
On the team level, routing configurations such as skills, assigned channels, and access rights per role assignment can be configured. Only when the Adopt team settings for routing and access rights setting is active at the user level are these applied to the employee. In this case, the team settings apply, not the user settings anymore. Here is the completed Markdown description including a table with three meaningful examples from the customer service context: If a user is assigned to several teams, the following rules apply:- Routing settings: Employee receives the sum of all team settings (Cumulation of skills/tags and channels).
- Role selection: Employee receives the stronger role, i.e., the role with the highest absolute number of permissions.
| User | Teams | Team Roles | Team Skills | Team Channels | Result (User Settings) |
|---|---|---|---|---|---|
| User 1 | experts, agents | experts: admin; agents: agent | experts: [tech]; agents: [order] | experts: [Email]; agents: [Chat] | Role: admin; Skills: [tech, order]; Channels: [Email, Chat] |
| User 2 | social, backoffice | social: supervisor; backoffice: editor | social: [community]; backoffice: [invoice] | social: [System]; backoffice: [Email] | Role: supervisor; Skills: [community, invoice]; Channels: [System, Email] |
| User 3 | hotline, vip | hotline: agent; vip: power-user | hotline: [entry]; vip: [vip] | hotline: [Phone]; vip: [Email] | Role: power-user; Skills: [entry, vip]; Channels: [Phone, Email] |
In Q1 2026, the inheritance rule will be harmonized: Then, permissions will be cumulated the same way as routing settings.