Team Management

Teams allow organizing GRM agents by geographic area and managing complaint assignment in a structured way.

Concept

A team groups several agents responsible for handling complaints from a specific geographic area (sector). Each team has:

• A unique name
• A description of its mission
• One or more covered sectors
• Members with different roles

┌─────────────────────────────────────────────────────────────────┐
│                     BAFATÁ-CENTER TEAM                          │
├─────────────────────────────────────────────────────────────────┤
│  Sectors: Bafatá-Centro, Bafatá-Sul                             │
│                                                                 │
│  ┌─────────────┐  ┌─────────────┐  ┌─────────────┐             │
│  │   MANAGER   │  │    AGENT    │  │    AGENT    │             │
│  │  M. Diallo  │  │  A. Mendes  │  │  F. Camara  │             │
│  │ Team lead   │  │ Processing  │  │ Processing  │             │
│  └─────────────┘  └─────────────┘  └─────────────┘             │
│                                                                 │
│  Active complaints: 23  Resolved this month: 45  SLA rate: 87% │
└─────────────────────────────────────────────────────────────────┘

Team Roles

Manager

The team manager can:

• View all team complaints
• Assign complaints to members
• Reassign between members
• Receive escalations
• View team statistics
• Manage members (if authorized)

Agent

A member agent can:

• View complaints from their sector
• Process complaints assigned to them
• Escalate to the manager
• View their own statistics

Team Configuration

Administrator access

Team management is accessible from Settings → GRM Teams. This section requires administrator permissions.

Create a team

1. Go to Settings → GRM Teams
2. Click New team
3. Fill in the information:
   • Name: Unique team name
   • Description: Mission and covered area
   • Sectors: Select assigned sectors
   • Active: Check to activate the team
4. Click Save

Edit a team

1. In the team list, click on the team to edit
2. Modify the desired information
3. Click Save

Deactivate a team

1. Open the team to deactivate
2. Uncheck Active
3. Click Save

Attention

Deactivating a team does not unassign complaints in progress. Reassign them first.

Member Management

Add a member

1. Open the relevant team
2. In the Members tab, click Add a member
3. Select the user from the list
4. Choose the role:
   • Manager: Team leader with extended permissions
   • Agent: Standard member for processing
5. Click Add

Change a member's role

1. In the members list, click on the member
2. Change their role
3. Click Save

Remove a member

1. In the members list, click the Delete icon
2. Confirm deletion

Best practice

Each team should have at least one manager and two agents to ensure service continuity.

Automatic Assignment

The system can automatically assign complaints to teams based on the complainant's sector:

Configuration

1. Go to Settings → Complaints
2. Enable Automatic assignment to teams
3. Configure assignment rules

Assignment Rules

Criterion	Action
Complainant's sector	Assign to sector team
No team found	Leave unassigned
Multiple possible teams	Choose the least loaded

Assignment to Members

Once a complaint is assigned to a team, it can be:

• Taken by an available agent
• Assigned by the manager to a specific agent
• Automatically assigned based on workload

Team Statistics

The dashboard displays for each team:

Global Indicators

• Open complaints: Number of complaints in progress
• Resolved complaints: Total resolutions
• Resolution rate: % of resolved complaints
• Average time: Average processing duration
• SLA compliance: % within deadlines

By Member

Member	In progress	Resolved	SLA Rate	Average time
M. Diallo	5	23	95%	4.2 days
A. Mendes	8	18	82%	5.1 days
F. Camara	3	21	91%	3.8 days

Escalation Within the Team

Process

1. The agent processes a complex complaint
2. Clicks Escalate
3. The complaint is transferred to the manager
4. The manager can:
   • Handle it themselves
   • Reassign to another agent
   • Escalate to a higher level

Notifications

• The agent receives a notification of the escalation
• The manager is notified of the new complaint
• The history keeps track of the escalation

Best Practices

Organization

1. One sector = one team: Avoid overlaps
2. Optimal size: 3-5 members per team
3. Backup: Provide backup agents
4. Rotation: Rotate responsibilities

Communication

1. Regular meetings: Weekly team check-in
2. Knowledge sharing: Document complex cases
3. Feedback: Exchange on resolved cases

Performance

1. Indicator tracking: Monthly KPI review
2. Load balancing: Reassign if imbalanced
3. Continuous training: Update skills

Integration with SLAs

Teams inherit configured SLA policies:

• Deadlines apply to all members
• Alerts are sent to the manager
• Automatic escalations are triggered

Required Permissions

Action	Permission
View teams	plaintes.view
Manage teams	admin.settings
Add members	admin.settings
View team stats	plaintes.view + team member