Groups (Employees)

Definition:
Groups are collections of entities such as employees, departments, meta teams, and teams that play a critical role in managing and organizing workflows within the platform. They are primarily used in template module settings to define notification distribution across various contexts, including tickets (picture), video sessions, and tasks (Smart Routing).

Purpose:

• Notification Allocation: Ensures that notifications are directed to the appropriate group of employees.
• Flexibility: Allows platform operators to configure groups based on their organization’s unique structure and workflows.

Key Benefits:

• Streamlined Workflow: Improves efficiency by assigning notifications directly to the right group of employees (Smart Routing).

Structure and Configuration:

• Composition:
  • Groups can consist of Employees, Departments, Meta Teams, and Teams (picture)(picture).
• Multiple Groups:
  • Each submodule can have multiple groups created (picture). The group responsible for specific tasks, tickets, or video sessions is determined by the respective settings in the creation flows (picture).
• Default Group:
  • If no specific group is selected, the group at the top of the list will be the Default Group (picture)(picture).
  • The Default Group is particularly important when:
    • No specific group has been set as responsible in a creation flow.
    • No ticket creation flows are configured.