Working with Teams

Interact implements team structures that enable you to manage and resolve claims efficiently.

There are a few key principles:

1. All users must belong to a team. If it is required that a user work alone, they will be assigned to a team of one.
2. Teams can be set up in one of three ways:
   1. Teams can be configured to work by claim type. For example, assuming your organisation has a team that handles all OIC Quantum claims and therefore wishes to receive all referred claims of that type directly into that team, a team would be set up called “OIC Quantum” and all claims of that type would be routed to it.
   2. Teams can be configured to work by organisation. In this case, a team called “CompanyName Team” would be set up and all claims against “CompanyName” (irrespective of their type), would be routed to that team.
   3. Teams can also be configured to enable manual routing. For example, you may wish to receive all claims—irrespective of their type or the origin organisation—to a team whose purpose is to triage claims to other teams. In such a scenario, the team would have as members only those users responsible for the triage of claims.

Note: there is currently no option allowing you to use a combination of (a) and (b).

1. Teams can be thought of like containers for claims and their associated tasks. Only once the claim is within the container can a user take ownership of a task and action it. 
2. Tasks are the actions to be taken on claims to process them toward resolution. A task is by default not assigned to a user but remains on the team backlog until a user within that team takes ownership of it by clicking “+ Assign To Me”. 
3. Ownership of tasks is impermanent. A claim handler can un-assign a task from themselves to return it to the team backlog. 
4. Team leaders have, in addition to all permissions belonging to claims handlers, permission to reassign a claim and associated tasks from their team to any other team in their organisation. (Unless a user has the role of team leader in both the origin and target team of the reassignment, they will lose the ability to return the claim to the origin team once the reassignment is complete.)
5. Like claims that are in process, draft claims are visible to all members of the team. At creation, a task to complete the draft is created and auto-assigned to the draft creator. As with an in-process claim, only a team leader can reassign a draft from one claim handler to another. Drafts are implemented in Interact as public to the team to avoid unintended duplication of work.