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Organize inbox by teams
FROGED's team inboxes allow agents to be organised into groups according to processes and workflows. In this way, each team has its own inbox in a menu tab and agents who are members of the team can access it.
Conversations may or may not have an agent assigned to them, and they may also belong to a team. If a conversation is assigned to a team, team members will be in charge of resolving it.
Conversations may or may not have an agent assigned to them, and they may also belong to a team. If a conversation is assigned to a team, team members will be in charge of resolving it.
Set up teams
You can manage teams in inbox from teams section in general settings. In this table you can consult all information related to teams: how many agents it has, assignment method, when it was created, when it was last edited...
To create a new team, select top button ‘create new team’ and follow steps below:
1. Complete details
The first thing to do is to name the team and assign an emoticon that visually represents the team's goal or task. This element is private and only visible in FROGED.
Next, select one of 2 methods of assigning conversations:
1. Complete details
The first thing to do is to name the team and assign an emoticon that visually represents the team's goal or task. This element is private and only visible in FROGED.
Next, select one of 2 methods of assigning conversations:
- Manual: when conversations are assigned to a team they remain in inbox without being assigned to an individual, so each one has to be assigned to a team member manually for resolution.
- In order: when conversations are assigned to a team they are automatically assigned to a member. The assignment is done in an order or round in agents, when it ends it starts again.
2. Add agents
Select agents that are part of team from the list of all agents in workspace.
Select agents that are part of team from the list of all agents in workspace.
3. Set office hours
Finally, configure team's working hours, i.e. hours when team members are working. This step is important for setting up automatic replies of communication channels.
Teams are not static, but can vary with workflow or by adding new employees. You can edit or delete an existing team in the options menu of table.
Teams can be managed not only from settings, but also from inbox. This streamlines processes that affect omni-channel communication.
Teams can be managed not only from settings, but also from inbox. This streamlines processes that affect omni-channel communication.
View teams in inbox
Under default inboxes of FROGED, inboxes of teams are displayed. The teams you are a member of are displayed first, and the rest are displayed below. Not all agents can see all teams, so if you do not have permission to see all inboxes, only your teams will be shown.
Where list of teams' inboxes starts, there is a “+” button to create a new team from inbox with same process as in settings. In addition, each team has a menu of options on the side to edit and delete that team or to access settings of all teams.
To consult the information of a team without need to edit it, you must place the cursor over name to display a window with data and list of agents.
How team inboxes work
Team inboxes can be used for different purposes: sorting conversations by priority, by topic of conversation, by type of customer... The most important thing to know is that conversations are handled by team members, i.e. a small number of agents who have something in common: language, knowledge, communication channel, department...
FROGED teams are involved in several processes:
- When a conversation arrives in inbox it can be assigned to an individual or a team to be resolved by members of that team.
- Rules can be used to automate the assignment of conversations to a team. For example, when a conversation arrives in Portuguese, it is automatically assigned to the team 🇧🇷 Brazil where all agents speak Portuguese.
- Data reports associated with inbox can be made according to team to analyse and compare results of each team (CSAT, speed of response, performance...).
- When an agent is removed from a team where he/she has open conversations in that team's inbox, conversations are unassigned from team so that same agent can continue to resolve the customer's incident.
Best practice
As mentioned above, teams can be set up for a variety of purposes:
- Sort by customer priority: if your customers are categorised according to spend or investment you can separate conversations in the inbox with teams grouped by these levels. In this way, you can prioritise the customers who bring the most revenue and profit to the business.
- Sort by problem difficulty: conversations arriving in the inbox can be more or less difficult to resolve. Separating the inbox by teams where agents are grouped according to experience or training can speed up the resolution process and ensure that customers get proper attention.
- Sort by conversation topics: conversations can be about any topic such as requesting information, requesting a quote, technical queries... You can separate the tray by teams with agents specialised in each topic or department to be more efficient.
- Sort by communication channel: if your agents divide the conversations according to the communication channel, you can form teams around this parameter to give more or less priority.
- Sort by country or region: if you have customers in different countries, you can create teams to segment conversations based on where they come from. This can also be a way of sorting by language, and thus assigning agents with the same language as the customer to ensure that the customer's language is the same as your own.
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