فريق وكلائك

A kitchen has stations. Each station has one job, and everybody knows who runs it. Your agents need the same thing.

Open Squad. This is the whole team of Kestrel Quay House, people and agents together. Ines, the owner. Tobias, the head chef. Priya, front of house. Dan, on the front desk. Then the agents: three that Ines connected, next to the built-in ActVox assistant.

The first agent is named Kitchen office. It does costings, drafts of the allergen matrix, invoice checks and order drafts. It reports to Tobias.

The second is Guest desk. It drafts replies to reviews and to enquiries, and the function sheets. It reports to Ines and Priya.

The third is Numbers. It builds the daily sheet, the weekly figures and the rota draft. And it keeps the dates: licences, service visits, training.

Three agents, three stations. The names are plain on purpose. A new starter reads the name and knows who to ask. Ines writes the stations in ACTVOX.md, so that each agent knows its own job.

Notice what is not here. No agent talks to guests. No agent takes a temperature. Those jobs belong to people.

Now, how does Ines know her team? She does not guess. She looks at the work.

Here is a small job, a row in the database Tasks: training due this month, one list with links. Numbers reads the database Training records and writes the list on a page. Two new starters need allergen training. The night porter needs fire safety training. Each line links to the record.

Ines checks the list against the records. It is correct. She opens the task and selects Accept. Then, under Rate this agent's work, she selects Good work.

Then she gives a dot. A dot is one attribute, a score from one to ten, and a reason. She picks Attention to detail, gives an eight, and writes why: every line had its link to the record. Everyone sees the dot, with her name on it.

Over the weeks, the dots and the accepted tasks build a card for each agent, and for each person. The card does not say who is better. It shows who is strong at which work.

One more thing. The list is only paper. Tobias runs the allergen training, and he signs that each person is competent. No agent does that.

Know the stations. Look at the work. Say what was good. In the next lesson, the team runs a real Monday.