Teams are collections of Agents, and typically align with projects or Services. You can assign an MSPComplete Services to a Team; then, the Service Tasks themselves are assigned to Team members (Agents)
What’s the difference between a workgroup, a team, and a group?
- A workgroup comprises a set of customers — for example, customers in a region you designate “East Coast.” Workgroups separate customers by certain criteria, such as the need to purchase subscriptions using different billing methods.
- A team is a set of IT professionals, typically your own personnel, who perform service tasks for the customers within a workgroup.
- A group is a set of users you combine into a unit to facilitate service delivery for a customer. For example, you can create a group for new employees who need onboarding services run for them when their jobs start. You may change the users in this group as often as is necessary, or delete the group when you no longer need it.
What are the requirements for using teams?
Teams can be created under any of the MSPComplete plans (Get Organized, Get Optimized, Get Automated). However, Services and Tasks can only be assigned to Teams if the Workgroup has Get Optimized or Get Automated plan subscriptions.
Additionally, all team agents must be able to carry out the task assigned to the team. If the service is to reset mailbox passwords, for example, each task may be assigned to an agent or a team. In the latter case, each team agent should have the knowledge and the access privileges needed to perform the assigned task.
Do I have to set up teams?
No, using teams is optional. If you do not set up teams, you can assign each service task to a specific agent. You can later reassign the task manually if that agent cannot perform the task.
Why use teams?
Teams help with delivering routine services because they allow you to spread the work across multiple agents who can perform the same job. Assigning tasks to teams may be useful in some circumstances. In others, you may want to assign tasks to individual agents.
Who can create teams?
Only administrators and managers can create, delete, and modify teams. Administrators, managers, and agents can assign service tasks to teams.
How do I determine which agents to add to my teams?
Before setting up teams, become familiar with the services that you plan to provide for your customers. Examine the service tasks to determine which agents would make good team agents for each task.
When I assign a task to a team, which team agent performs the task?
MSPComplete defines two methods for assigning tasks to team agents:
- Pull from Queue. The task is assigned to the team, and any team agent can claim the task on the My Tasks page. Before the service starts, MSPComplete notifies you if the team task has not been claimed by any of the team agents.
- Load Balance. MSPComplete automatically assigns the task to the team agent who has the fewest assigned tasks. The schedule and duration of the assigned tasks are not considered.
How do I know which task assignment method will be used with each team?
The assignment type is listed along with the team name on the Team page. The team list can be sorted by the task assignment type, allowing you to see only the teams using the “Load Balance” method, for instance.
Can a team be both “Pull from Queue” and “Load Balance”?
No, each team uses only one task assignment method. To use both methods with the same team, create two teams under different names, set each team to use a different assignment method, and add the same agents to each team.
How should I choose between “Pull from Queue” and “Load Balance”?
Use “Pull from Queue” initially to allow agents to select their assignments. Once you get an idea of how agents manage assignments, you’ll be able to put together effective “Load Balance” teams.
How are team agents alerted to their tasks?
Team agents can review their pending tasks on the My Tasks page. MSPComplete also lists tasks in each agent’s feed, sending email reminders or RSS updates of pending or uncompleted tasks.
Can I create multiple teams with the same agents?
Yes, but each team must have a unique name.
Can I use the same team across different workgroups?
You cannot duplicate a team across workgroups using the MSPComplete interface. However, you can replicate a team manually in different workgroups if all agents of the team are invited to join each workgroup.
How many teams can I create?
Unlimited. You can set up any number of teams in each workgroup.
How many agents can be on a team?
Unlimited. A team can have any number of agents.
Can the same agent be on multiple teams?
Yes, each MSPComplete agent can be on any number of teams within the workgroup.
Can a team have only one agent?
Yes, assigning a task to a single-agent team works the same as assigning the task to the agent directly. However, if the task assignment method is “Pull from Queue,” the agent must still claim the task on the My Tasks page.
How do I assign service tasks to a team?
You assign tasks to the team when setting up services through the customer’s Delivery Center. For details, refer to the View Services on the Workgroup Delivery Center article.