Meta Teams

Introduction

Meta Teams are a key component of efficient workforce management, especially for companies operating across multiple locations with various local teams. By using Meta Teams, service providers ensure that only employees responsible for a specific region receive notifications for new tickets or video sessions, improving response times and operational efficiency.

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What Are Meta Teams?

A Meta Team acts as a category that groups multiple teams performing the same tasks but in different locations (e.g., geographic regions). Meta Teams streamline workforce management and enable smart routing for service requests.

Example: How Meta Teams Organize Teams by Location

Meta Team (Category)	Teams (Responsible)
Service Technicians	Germany, USA, France
Customer Service Employees	North Germany, South Germany
Sales Representatives	Berlin, Munich, Frankfurt

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How Meta Teams Work

• At the Company Level → Meta Teams and individual teams are created, and employees are assigned to teams. (picture)(picture)(picture)
• At the Template Level → Meta Teams are added to Fleet Management or Notification Groups, which are then linked to ticket creation flows or video session requests. (picture)(picture)
• At the Customer Level → A team from each Meta Team is assigned to each customer, ensuring that service requests are routed correctly. (picture)

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How to Set Up Meta Teams & Teams

1. Create Meta Teams & Teams

1. Navigate to MY COMPANY in the side menu.
2. Open the Teams Tab.
3. Click + ADD META TEAM (picture).
4. Enter a name for the new Meta Team (e.g., "Service Technicians") and click SAVE.
   Reminder: A Meta Team is a category that groups multiple teams.
5. Click + ADD TEAM.
6. Enter a team name (e.g., "Germany" → Service Technicians responsible for Germany) and click NEXT.
7. (Optional) Add a team logo.
8. Click + ADD EMPLOYEE and select employees for this team. (picture)
9. Click SAVE.

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2. Add Meta Teams to Groups (Ticketing)

1. Navigate to TEMPLATES in the side menu.
2. Select a template.
3. Open the Modules Tab.
4. Select Notifications or Fleet Management (submodules of Ticketing).
5. Click + NEW GROUP.
6. Enter a title (e.g., "Service Technicians") and click SAVE.
7. Click + ADD NOTIFICATION RECEIVERS or + ADD TICKET RECEIVERS (picture).
8. Open the Meta Teams Tab and select a Meta Team (picture).
9. Click DONE.

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3. Link Groups to Ticket Creation Flows

1. In TEMPLATES, select Ticket Creation Flows.
2. Select a ticket creation flow and click the pencil icon to edit (picture).
3. Open the Notified Group / Fleet Management Group drop-down menu.
4. Select the group created in the previous step.
5. Click SAVE. (picture)

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4. Add Meta Teams to Video Sessions

1. Navigate to TEMPLATES in the side menu.
2. Select a template.
3. Open the Modules Tab.
4. Select Notifications (submodule of Video Sessions).
5. Click + ADD NOTIFICATION RECEIVERS (picture).
6. Open the Meta Teams Tab and select a Meta Team (picture).
7. Click DONE.

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5. Configure the Customer Team Mapping

1. Navigate to CUSTOMERS in the side menu.
2. Select a customer.
3. Open the Team Mappings Tab.
4. (For corporate customers with multiple departments) Use the drop-down menu to select a department.
5. Click + ADD MAPPING (picture).
6. Select a Meta Team (picture).
7. A drop-down menu appears. Select the team responsible for this customer (picture).
8. Click the checkmark to save the changes (picture).
9. Click DONE (picture).

Result: Once saved, all service requests from this customer will be routed to the assigned team within the Meta Team.

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What Are "Default Teams"?

Each Meta Team has one Default Team, which serves as a fallback option if a customer does not have a specific team mapping. (picture)

Example: If a customer without a team mapping creates a service request, the default team for the assigned Meta Team will be notified.

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What Is "Contact"?

Each team can have one primary contact person who is highlighted in the system.

Note: This is for informational purposes only and does not affect functionality. (picture)

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Good to Know

• Smart Routing: Meta Teams allow service requests to be directed to the correct team based on customer team mappings.
• Flexible Organization: Teams can be structured under Meta Teams for geographic or functional separation.
• Fallback Teams Ensure Coverage: Assigning a Default Team prevents service requests from being missed.