Teams Management
February, 2024
Teams Management
Structure your customer support and sales operations by grouping agents into Teams in Orufy Connect. Assign chats smartly, manage team-level visibility, and customize workflows with efficient workload distribution.
Key Highlights
✅ Create & Manage Teams
- Organize users into teams (e.g., Support, Sales, Billing) for focused handling of chats and tasks.
✅ Team-Based Chat Assignment
- Route incoming chats directly to the right team based on predefined conditions like tags, channels, or customer intent.
✅ Workload Distribution Methods
- Choose from multiple routing logics:
- Round Robin – Distribute chats equally among team members.
- Manual – Let team managers assign chats manually.
- Balanced – Assign to agents with the least load.
- Team Manager – Route chats directly to the team lead or manager.
✅ Team-Specific Business Hours
- Define business hours at the team level to support distributed or cross-timezone operations.
✅ Scoped Access & Visibility
- Ensure agents only see the chats, contacts, and conversations relevant to their team.
Why This Matters?
✔ Streamlined Support – Assign chats to the right team automatically.
✔ Efficient Load Management – Distribute workloads smartly to avoid overburdening any agent.
✔ Scoped Access – Improve data privacy and reduce distractions by restricting visibility to assigned teams.
