Team Management
Teams group the agents in charge of grievances by grievance categories, with a controlled workload. They are administered in Settings → Teams, restricted to the administrator role; any signed-in user can view the team list and their workload.
A team
| Field | Description |
|---|---|
| Name, Description | Team identification |
| Lead | User responsible for the team (optional) |
| Handled grievance categories | Grievance categories covered; empty = all |
| WIP limit per member | Maximum number of in-progress grievances per member (for example 10) |
| Contact email | Team address |
| Active / Inactive | An inactive team is kept but hidden by default (Show inactive checkbox) |
The screen has no link between a team and geographic sectors.
Members
Add a member: choose a user, their role in the team, their specialities, a personal WIP limit (or Use the team value) and whether they can receive automatic assignments.
| Role | Meaning |
|---|---|
| Member | Team agent |
| Senior | Experienced agent, first escalation level |
| Supervisor | Team supervision |
Remove takes a member out; the history of the grievances they handled is kept.
Workload
Each team card shows the number of members and of in-progress grievances. The application computes workload per member and global statistics, used by the assignment dialogs to show each agent's active grievances.
Assignment
A grievance is assigned to an agent from its record (Assign / Reassign, see Processing): the dialog lists available agents with their active grievance count; a reason is required for a reassignment.
The “Can receive automatic assignments” setting and the WIP limit are stored, but no automatic assignment is triggered today: all assignments are manual. These fields prepare a future evolution.
Teams and SLA policies
An SLA policy can be restricted to a team: its deadlines then apply to grievances assigned to that team's members.
Good practice
- One team per component or major grievance category, with at least one Senior and one Supervisor for escalations.
- Set the WIP limit from real capacity: it acts as a visual alert in assignment dialogs.
- Deactivate a team rather than deleting it to keep the history.