User Management
Teams
Usage, Structures, Management, and Permissions
Tip
Teams are created in the User management → Users and Teams section. They are designed to structure and optimize workflows.
Usage
Teams, for example, ensure that the right users receive the appropriate tickets and enable a 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.
Team structures
In addition to regular teams, subteams also offer diverse possibilities: From specialization in complex topics or even as a training environment for new employees. With graduated responsibilities, they can substantially improve service quality and efficiency. Here are 2 examples:
1. Team "Contract termination"
- The "Contract Termination" team has the skills "Cancellation", "Moving", and "Revocation", with the channels "E-Mail", "Chat", "Phone", and "Letter". All users of this specialist area receive tickets on these topics through Smart Routing.
- The subteam "VE-Death" has the skill "Death" in the same channels. It is specialized in properly handling this sensitive special case at the end of the contract.
2. Team "Contract framework"
- The "Contract framework" team has the skills "Documents", "Customer Portal", "Address Change" and "Contract Details", with the channels "E-Mail", "Chat", "Phone", and "Letter". All users of this department are assigned tickets through Smart Routing that match these properties.
- The subteam "VR-Training" has the same skills, but only the channel "E-Mail". It consists of new employees who deepen their expertise by handling written customer inquiries before they are used 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 subteam and is subordinated to an existing team.
If "Inherit parental settings" is enabled in the subteam, it additionally receives the skills and channels of the parent team. For team role and data visibility, the stronger one applies. Members are not inherited.
Data Visibility
In the team settings, "Data visibility" determines whether and to what extent team members can use Analytics, e.g. read-only or with editing rights. This is helpful, for example, for a "Supervisor" team that evaluates agents' performance. A team like "Contract Termination", on the other hand, needs no access. The setting controls access to Analytics; it does not filter the data by team.
Assignment of Roles and Permissions
Each team is assigned a "Team role", thus clearly regulating the access rights of the members.
Info
The naming of teams should be clear and understandable. A description that explains the purpose of the team facilitates management. A well-thought-out team structure ensures efficient processing of customer inquiries and promotes collaboration within the company.
Routing and Rights
On the team level, both routing configurations such as skills/skills, assigned channels as well as access rights can be configured by role assignment.
Only when the Apply team routing and permissions setting is activated at the user level are these applied to the employee. In this case, the team settings apply, not the user settings.
If a user is assigned to multiple teams, the following applies:
- Routing: The user receives the skills (tags) and channels of all teams combined.
- Role: The user receives exactly one role, namely the team role with the most permissions. The permissions of several roles are not added up. The role in the user's own profile is not taken into account in this case.
| User | Teams | Team Roles | Team Skills | Team Channels | Result (User Settings) |
|---|---|---|---|---|---|
| User 1 | experts, agents | experts: admin; agents: agent | experts: [technik]; agents: [bestellung] | experts: [E-Mail]; agents: [Chat] | Role: admin; Skills: [technik, bestellung]; Channels: [E-Mail, Chat] |
| User 2 | social, backoffice | social: supervisor; backoffice: editor | social: [community]; backoffice: [rechnung] | social: [System]; backoffice: [E-Mail] | Role: supervisor; Skills: [community, rechnung]; Channels: [System, E-Mail] |
| User 3 | hotline, vip | hotline: agent; vip: power-user | hotline: [eingang]; vip: [vip] | hotline: [Telefon]; vip: [E-Mail] | Role: power-user; Skills: [eingang, vip]; Channels: [Telefon, E-Mail] |
Managing Members
When you select a team on the left, the "Team members" table shows all members with their role, teams, channels, status and last activity.
- Add members: adds existing users to the team.
- Routing/rights: "Team" means the team settings apply to the user. "Individual" means their own settings apply.
- Change several users: select users using the checkboxes and choose "Mass update". This lets you change the role, data visibility, applying team settings and the team assignment in one step.
- Delete team: via the team's menu on the left. The users are kept; they only lose their assignment to the team.