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AurionAI

Teams

5 min readBy Emmanuel Yazbeck

Teams group the agents who handle the same kind of work, for example a Network team or a Desktop Support team. On the Teams page you create teams, add agents to them and choose how AurionAI assigns a conversation that is sent to a team.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile. With the AI Voice profile, the page is not available.
  • The agents that you want to add are active users of your organization. Read Invite and manage users.

Open the teams page

  1. In the sidebar, select Configuration.
  2. Open the Workforce category.
  3. Select Teams.

The page shows a form to create a team and the list of your teams. For each team, the list shows the department, the location, the routing method and the number of members.

The Teams page with the create form and the list of teams.

Create a team

  1. In Team name, enter the name of the team.
  2. Optional: enter a Description.
  3. Optional: select a Department and a Location. You can also type a new value to create it.
  4. In Routing method, select how AurionAI assigns conversations to the members. The section How teams affect assignment explains each method.
  5. Select Create Team.

AurionAI shows Team created and adds the team to the list.

Edit a team

  1. In the list, select View on the row of the team. The Team Details panel opens below the row.
  2. Change the name, the description, the department, the location or the routing method.
  3. Optional: enter a Team email. This is a shared contact address. It is stored with the team and found by team search. It does not change how conversations are assigned.
  4. Optional: in Business hours, select a business hours schedule. Select (none) for a team that is always open.
  5. Select Save.

AurionAI shows Team updated. To close the panel, select Hide.

Add and remove members

  1. Open the team with View.
  2. Under Members, select a user in User. The list shows only active users who are not yet members of this team.
  3. In Role, select Member or Lead. A lead handles conversations like a member. A lead also gets team-level access, for example to the tasks of the team. In Single (any one approver) mode, owners and administrators decide team-lead workflow approval steps; a lead who is not an administrator cannot decide them. Read Who can decide.
  4. In Max capacity, enter the largest number of conversations that this member can have at the same time, from 1 to 50. The default is 5.
  5. Select Add Member.

To remove a member, select the remove button on the member row, then select Remove.

How teams affect assignment

A team is used when a conversation is sent to the team without a named agent. This happens when an agent assigns a conversation to a team in the inbox, when someone creates a conversation for a team, and when an AI routing rule, an automation or a workflow names the team. The Routing method of the team then decides who gets the conversation:

  • Manual: AurionAI does not choose an agent. In the inbox, the person who assigns the conversation must also select an agent.
  • Round Robin: AurionAI chooses the member who has waited longest since their last assignment in this team.
  • Balanced: AurionAI chooses the member with the fewest active conversations in this team. Open, waiting and snoozed conversations count as active.

AI routing rules, automations and workflows can set their own method. So a conversation can still be assigned automatically when the team uses Manual.

With Round Robin and Balanced, AurionAI chooses only from members who meet all these conditions:

  • The member is an active user with the Owner, Admin, Supervisor or Agent role, and has accepted the invitation.
  • The availability status of the member allows assignment. Read Agent availability and log.
  • The member has fewer active conversations in this team than their Max capacity.

When the conversation needs skills, members with matching skills come first. Members who are on shift at that moment come before members who are not. Read Skills and Shifts.

When a team has business hours, AurionAI does not assign automatically while the team is closed. You set them when you edit the team.

Delete a team

  1. On the row of the team, select the delete button.
  2. Read the message and select Delete.

AurionAI shows Team deleted. You cannot undo this. The members leave the team. Conversations of the team keep their agent but no longer have a team. AI routing rules that sent conversations to this team no longer have a target team.

Result

Your changes apply at once. The next conversation that is sent to the team uses the new members and the new routing method. Conversations that are already assigned do not change.

If something goes wrong

  • "This team uses manual routing. Please select a specific agent to assign to." In the inbox, a conversation was assigned to a team that uses Manual. Select an agent too, or change the routing method of the team.
  • "No eligible assignee found" No member can take the conversation now. Check that the members have a status that allows assignment, that they are below their capacity, and that the team is within its business hours.
  • A user is missing from the User list. The list shows only active users who are not yet in the team. Activate the user first.
  • Failed to create team or Failed to update team Check the name. It must have 1 to 100 characters. Then try again.

Still stuck? Submit a request or .