Team & Staff

We have concept of staff & team to make team collaboration intuitive & productive at the same time.

Go here : https://dashboard.bik.ai/settings/staff-management

From staff management screen, you have the ability to add an individual staff member as well as a team.

Primary Fields while creating a staff being:

1. Role type
   1. Agent
   2. Admin
   3. Team manager
2. Name
3. Email Id

We work on concept of RBAC(Role based access control), a method of restricting access based on the roles of individual users within an enterprise. RBAC ensures employees access only information they need to do their jobs and prevents them from accessing information that doesn't pertain to them.

Please reach out to [email protected] to know more about roles & access controls and configure it for your store if required.

Teams can be added from “Teams” tab of staff management

FAQs

• Is there any limitation to number of agents/ teams
• Can i Assign different roles or permissions to team members
• Is there a limit to number of teams i can create
• How can i view activities & progress of each team
• Can agents be part of multiple teams
• What is availability toggle
• How can I track the performance of each agent?
• Is there a way to monitor agent activity in real-time?
• Can I set up goals or targets for agents to meet?
• Can I customize the dashboard or reports for agent management?

Assignment logic

Keeping agent efficiency in mind, we have “Assignment Logic” functionality(https://dashboard.bik.ai/settings/chat-assignment) under settings to help you derive maximum output from your agents.

Configure Assignment logic 🆕

1. Types of assignment logic
   1. Unassigned
      1. All tickets flow into one ticket list called unassigned, from where individual agents can assign tickets to themselves upon reply.
   2. Round robin
      1. Assign to only live agents
   3. Label/context based assignment setup
      1. Conversation based assignment logic can also be configured via keywords recognition to ensure agent efficiency
      2. To configure this please reach out at [email protected]

FAQs

• What is the criteria for assigning leads or tasks to team members?
• Can I set up different assignment rules for different teams?
• How can I prioritize assignments based on different factors?
• Is there a way to automate the assignment process?
• Can I manually override assignment rules if necessary?
• How to assign all chats to one team/one person? 🆕