Teams in Vixiees allow grouping users to assign tasks collectively, making it easier to distribute work between departments such as backoffice or middleoffice.
What are teams
A team is a group of users who can receive tasks on a shared basis. When you assign a team to a task template, any team member can take those tasks.
Characteristics
- A team can have multiple members
- A user can belong to several teams
- Teams are assigned to task templates, not to contacts
Create a team
Steps
- Go to Settings > Teams
- Click on Create team
- Define the team name (e.g.: "Backoffice - Documentation")
- Select the members
- Save the changes
Team examples
| Team | Use |
|---|---|
| Backoffice - Documentation | Document review |
| Backoffice - Billing | Payment management |
| Middle Office - Validation | Data verification |
| Technical Support | Technical incidents |
Assign a team to a task template
For tasks to be distributed among the team:
- Open the task template in the playbook
- Go to the Options section
- In Team, select the desired team
- Save the changes
System templates (incoming call, incoming WhatsApp, etc.) do not support team assignment.
Task distribution
When a team is assigned to a template:
How it works
- A task is created from the template
- The task is marked as "transferable" and made available to the team
- Any team member can request the next task
- The system assigns the task to the first member who requests it
Priority order
When a user requests their next task, the system searches in this order:
- Tasks directly assigned to the user
- Transferable tasks without a team
- Non-transferable tasks
- Tasks from the user's team
Prioritization factors
Within team tasks, they are prioritized by:
- Template priority (highest first)
- Number of attempts (lowest first)
- Dequeue method (FIFO or LIFO)
Task transferability
Team tasks can have different states:
| Status | Description |
|---|---|
| Unassigned | Available to any team member |
| Assigned | Taken by a specific member |
| Transferable | The assigned member is unavailable |
Reasons for transferability
- The assigned member is on vacation
- The member was deactivated
- No member has been assigned yet
Required permissions
| Action | Required permission |
|---|---|
| Create/edit teams | Manage users |
| Assign team to template | Manage playbooks |
| Receive team tasks | Be an active seller |
Visibility
Team members only see their teams' tasks when they request the next task. They do not have visibility of all pending team tasks.
Conclusion
Teams allow you to:
- Organize users by function or department
- Distribute tasks equitably
- Specialize tasks for specific groups
- Scale easily by adding members
Relevant scenarios
- Centralized backoffice: A team handles all administrative tasks
- Specialization by type: Different teams for documentation, billing, etc.
- Schedule coverage: Shift teams for continuous coverage
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