Why Technician Teams Matter

When crisis strikes, effective teams make all the difference. Behind every resolved incident and conquered challenge stands a group of professionals whose collective wisdom and experience keep organizations running smoothly.

Resolve Central harnesses artificial intelligence to automate incident assignment by connecting problems with the most qualified problem-solvers. Since the power of automation depends on precision, technical teams and their profiles must be properly configured—beyond just listing users in the system. Resolve Central needs to understand each team's specific roles and capabilities. This guide will show you how to create and configure technician teams to fully leverage automatic assignment capabilities.

What are Technician Teams?

Technician teams in Resolve Central are dynamic and multidisciplinary groups that don't necessarily reflect the formal hierarchical structure of your organization. This means you can create as many technician teams as you deem necessary to handle different types of incidents or requirements in your organization. To illustrate this concept, let's look at a practical example: TechSolutions Corp. needs to manage daily incidents related to equipment problems, system access, and common software issues. For this, they have created a team called "General IT Support" that includes specialists with different profiles: Help Desk Support, Desktop Support Technician, and Network Support Specialist.

This team is trained to handle any incident corresponding to these profiles. However, Resolve Central's flexibility allows you to adjust the structure as needs evolve. For example, if network incidents become more frequent and complex, it might be convenient to create a specific "Network Specialist" team, separating it from general support.

Creating Your First Technician Team

To create technician teams in Resolve Central, you'll need to have an administrator role. The process is straightforward: go to the "Technician Teams" menu in the administration sidebar. There you'll find an overview of existing teams and a button to create a new one.

When creating a team, you'll need to provide:

• A descriptive name that clearly identifies the team
• The relevant professional profiles that represent the team's capabilities
• The members who will make up the team
• The team's description (optional)

It's important to mention that when you add a user to a team, they automatically receive the "technician" role if they don't already have it. This role gives them access to the Technician interface in Microsoft Teams, where they can manage assigned cases.

All team members can view and collaborate on any incident assigned to the team, even if they're not directly responsible. This feature promotes collaboration and knowledge sharing.

Managing Your Teams

Team management is flexible, and you can make changes at any time. When you remove a team member, their incidents will be automatically reassigned to other members. New members will have immediate access to all team incidents, although they will only receive assignments for new cases or those manually assigned to them.

If you delete a team, you will be asked to which other team the incidents will be assigned or if you prefer to leave them unassigned.

How Incident Assignment Works for Technician Teams

When a new incident is registered, our artificial intelligence analyzes and classifies it automatically. The system assigns the incident to the team whose profiles best match the type of problem. Within the team, incidents are distributed among members using a Round Robin algorithm, which considers the weight of each incident to maintain a balanced workload.

This automated process ensures that each incident quickly reaches the team most qualified to resolve it, optimizing response times and problem-solving efficiency.

The key to maximizing Resolve Central's potential lies in configuring your teams with your organization's real needs in mind. Don't hesitate to adjust your team structure as these needs evolve.