Teams

Definition
Teams are subcategories of Meta Teams, designed to group employees into smaller, focused units for task and workforce management. Each Team consists of selected employees and may be associated with specific responsibilities, geographic areas, or customer groups.

Purpose
Teams are a core component of the Smart Routing functionality, ensuring efficient allocation of tasks, service requests, and notifications to the appropriate groups of employees. They enhance workforce management by providing a structured way to organize and manage employee groups.

Key Characteristics:

• Integration with Smart Routing:
  Teams play a critical role in ensuring tasks, tickets, and video sessions are routed efficiently through predefined rules:
  • Meta Teams as Categories: Meta Teams group employees with similar responsibilities (e.g., technicians) and can contain multiple Teams, each responsible for specific regions or customer types.
  • Template-Level Configuration: Meta Teams are assigned to creation flows (e.g., ticket or task creation) at the template level, defining the type of Meta Team responsible for requests.
  • Customer-Level Mapping: The platform maps specific Teams within Meta Teams to individual customers, determining the responsible Team based on the customer.
  • Smart Routing in Action: For example, if a ticket is created for technicians (Meta Team) by "ABC Corporation," the system routes it to "Technicians - North Germany" (Team), based on the mapping.
• Template-Level Flexibility:
  Teams can be linked to specific creation flows, providing precise control over task and notification allocation.
• Dynamic Composition:
  Teams consist of selected employees under a Meta Team. While they inherit the Meta Team's overarching purpose, Teams can address specific local or functional needs.
• Streamlined Workforce Management:
  Updating Teams—such as adding or removing employees—automatically reflects in Smart Routing without requiring template adjustments.
• Localization:
  Teams divide responsibilities based on:
  • Regions: North Germany, USA, France.
  • Functional Domains: Customer service or sales.
  • Customer Segmentation: Specific customer groups or industries.

Examples:

Benefits within the Platform:

• Streamlined Operations:
  Teams ensure employees are organized into manageable groups, improving efficiency.
• Efficiency in Notifications:
  Tasks, tickets, and video sessions are routed to the most relevant Team, reducing manual effort.
• Scalability:
  Teams and Meta Teams provide a scalable framework for organizing and managing employees as businesses grow or expand.
• Flexibility:
  Teams can be added, modified, or removed to adapt to the organization’s evolving needs.