Roles

A TeamDesk group consists of members with different roles. Several roles can be assigned to one member. Roles are assigned by the administrator.

Each role has specific responsibilities within the group:

Team member:

Team members can view the information in the detailed view of the TeamDesk group in the XPhone Client (area Overview, Members, Team leader and Accessibility). Team members can take calls from the hotline queue.

Team leader:

Team leaders can view the information in the detailed view of the TeamDesk group in the XPhone Client (area Overview, Members, Team leader and Accessibility). Team leaders can assign team members to the hotline for call distribution and change the order for the linear and round robin distribution strategy.

Analyst:

Analysts, the TeamDesk group and its details are not displayed in the XPhone Client (if only the Analyst role has been assigned). The telephony behavior of the hotline and team members is logged in Analytics over a definable period of time. Analysts can view detailed evaluations of the telephony behavior of team members. Analysts open Analytics from the XPhone Client via the configuration menu.

The various roles in the group can be assigned individually and independently of each other. This means that someone who is a team leader can also take on the role of a team member or an analyst if required.

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Or is something not formulated well or too vague? Then we look forward to receiving an e-mail, preferably with a suggestion for improvement, to doku@c4b.de. Thank you very much!