Team Management Workflows

Availability, routing, and collaboration patterns for human-AI hybrid teams.

18 min read

Intermediate level

Team Structure & Roles

Comprehensive Team Setup

// Create a multi-skilled customer support team
const team = await client.createTeam({
  name: 'Customer Support Team',
  description: 'Handles all customer inquiries with AI-human collaboration',
  department: 'customer_success',
  settings: {
    autoAssignment: true,
    skillBasedRouting: true,
    aiFirstStrategy: true,
    escalationEnabled: true
  },
  members: [
    {
      email: 'alice@company.com',
      role: 'senior_agent',
      skills: ['technical_support', 'billing', 'account_management'],
      availability: {
        timezone: 'America/New_York',
        maxConcurrentChats: 5
      }
    },
    {
      email: 'bob@company.com', 
      role: 'agent',
      skills: ['general_support', 'onboarding'],
      availability: {
        timezone: 'America/Chicago',
        maxConcurrentChats: 3
      }
    },
    {
      email: 'carol@company.com',
      role: 'supervisor',
      skills: ['escalation', 'training', 'quality_assurance'],
      availability: {
        timezone: 'America/New_York',
        escalationOnly: true
      }
    }
  ],
  aiAgents: [
    {
      personaId: 'ai-support-agent-123',
      role: 'primary_ai',
      skills: ['general_support', 'faq', 'basic_troubleshooting'],
      confidenceThreshold: 0.8  // Escalate below 80% confidence
    }
  ]
});

Advanced Availability Management

Dynamic Scheduling

Complex Schedule Configuration

// Configure flexible team schedules
await client.updateTeamAvailability(team.id, {
  timezone: 'America/New_York',
  schedule: {
    // Standard business hours
    monday: { start: '09:00', end: '17:00', capacity: 10 },
    tuesday: { start: '09:00', end: '17:00', capacity: 10 },
    wednesday: { start: '09:00', end: '17:00', capacity: 12 }, // Busier day
    thursday: { start: '09:00', end: '17:00', capacity: 10 },
    friday: { start: '09:00', end: '16:00', capacity: 8 },     // Early close
    
    // Weekend coverage with reduced capacity
    saturday: { start: '10:00', end: '14:00', capacity: 2, aiOnly: false },
    sunday: { available: false }
  },
  
  // Special scheduling rules
  overrides: [
    {
      date: '2024-12-25',
      available: false,
      reason: 'Holiday - Christmas'
    },
    {
      dateRange: { start: '2024-07-01', end: '2024-07-05' },
      capacity: 15,
      reason: 'Peak season - increased capacity'
    }
  ],
  
  // Out-of-hours configuration
  afterHours: {
    strategy: 'ai_only',
    fallbackAgent: 'ai-support-agent-123',
    emergencyEscalation: {
      enabled: true,
      phone: '+1-555-SUPPORT',
      criteria: ['billing_emergency', 'security_incident']
    }
  }
});

Real-time Availability Updates

Dynamic Availability Management

// Handle real-time availability changes
class AvailabilityManager {
  async updateMemberStatus(memberId: string, status: 'available' | 'busy' | 'away') {
    await client.updateMemberAvailability(memberId, {
      status: status,
      timestamp: new Date().toISOString(),
      autoReturn: status === 'away' ? new Date(Date.now() + 30*60*1000) : null // 30min auto-return
    });
    
    // Redistribute workload if member becomes unavailable
    if (status !== 'available') {
      await this.rebalanceWorkload(memberId);
    }
  }

  async handleBreakRequest(memberId: string, duration: number) {
    // Schedule break and reassign active conversations
    const activeConversations = await client.getMemberActiveConversations(memberId);
    
    // Reassign to available team members or AI
    for (const conversation of activeConversations) {
      await client.reassignConversation(conversation.id, {
        reason: 'member_break',
        preferredAssignment: 'next_available',
        transferContext: true
      });
    }
    
    // Set member as on break
    await client.updateMemberAvailability(memberId, {
      status: 'break',
      returnAt: new Date(Date.now() + duration * 60 * 1000)
    });
  }
}

Intelligent Routing Strategies

Advanced Routing Configuration

// Configure sophisticated routing logic
await client.updateTeamRouting(team.id, {
  primaryStrategy: 'skill_based',
  fallbackStrategy: 'round_robin',
  
  routingRules: [
    {
      condition: {
        queryType: 'technical',
        complexity: { min: 0.7 }
      },
      action: {
        assignTo: 'human',
        requiredSkills: ['technical_support'],
        priority: 'high'
      }
    },
    {
      condition: {
        timeOfDay: { start: '17:00', end: '09:00' },
        dayOfWeek: ['saturday', 'sunday']
      },
      action: {
        assignTo: 'ai',
        agent: 'after-hours-ai-agent',
        escalationPath: 'queue_for_monday'
      }
    },
    {
      condition: {
        customerTier: 'enterprise',
        urgency: 'high'
      },
      action: {
        assignTo: 'human',
        role: 'senior_agent',
        maxWaitTime: 120 // 2 minutes max wait
      }
    }
  ],
  
  loadBalancing: {
    enabled: true,
    maxQueuePerAgent: 5,
    redistributeThreshold: 0.8, // Redistribute when 80% capacity
    considerActiveChats: true
  },
  
  escalationMatrix: {
    aiToHuman: {
      confidenceThreshold: 0.7,
      complexityThreshold: 0.8,
      timeoutMinutes: 5
    },
    agentToSupervisor: {
      customerTier: 'enterprise',
      issueTypes: ['billing_dispute', 'security_concern'],
      manualEscalation: true
    }
  }
});

Team Management Workflows

Team Structure & Roles

Advanced Availability Management

Dynamic Scheduling

Real-time Availability Updates

Intelligent Routing Strategies

Collaboration Best Practices

Seamless Handoffs

Performance Optimization