SUPERVISORS, TEAM LEADERS, GROUPS AND AGENTS
Not all tickets are for all technicians. Certain tickets may have to be attended by an individual technician, or a group of technicians. Finally, the team leaders are the ones who must supervise tasks and works and reorganize them when is needed.
WHAT HAPPENS TO MANY COMPANIES?
The largest capital of a company is its employees. However, not everyone has the same experience, knowledge or ability. Certain tasks could need different kind of workers. In certain cases, some tasks are exclusive to certain technicians.
Companies that do not divide their employees into work teams by activity or do not group them by level of experience, do not promote effective collaboration and can cause slowness or lack of efficiency. Moreover, in such dispersed environment, it is difficult to asses the best. For this, team leaders have to assign, reassign and supervise tasks among their work teams.
AGENTS, GROUPS, HEADS AND SUPERVISORS
Attendo allows Supervisors and Team Leaders to organize tickets and tasks, as well as assign them to Agent Groups or individual Agents. Supervisors consider all the activity of the company and can assign or reassign any ticket and work among different teams, agent groups and individual agents. Each team has its Team Leader with its Agents and Agent Group. The Team Leader can assign or reassign tasks between his Agents and Agent Groups.
The Global Administrator takes care of all the Attendo configuration. Determine workflows, hierarchies, and permissions. Administrator has access to all data, without restriction.
Supervisors (Global Leaders) have the same ticket and task visibility permissions as Global Administrator, but without access to settings. Your task is to assign or reassign the tickets the tickets to the Team Leaders, depending on the characteristics of the ticket itself and its level of difficulty.
Team Leaders are those who supervise, assign and reassign tickets or tasks only among members of the same Team. In the case a ticket or task has to change Team (for instance, pass from Level I to Level II), Team Leader can reassign them to another Team Leader, who can assign the Agent or Agents Team more suitable.
The Agent is the technician himself. This Agent belongs to a Team and can be part of one or various Agents Groups.
The Agent receives the assigned or reassigned tickets directly to him or to the pertinent Agent Group. He can reassign the ticket or tasks to another Agent, Agent Group or his Team Leader. He cannot reassign Agents or Agents Groups, neither Team Leaders outside his own Team.
Agents Group or Agents Team are sets of agents that belong to the same team and whom receive tickets assigned to them.
Agents team is not an entity. Every reassignment, ticket management or tasks, are realized by the specific Agent that open them.