Answer group settings for supervisors
As a supervisor in an answer group there is some settings that you can configure.
Only Pro users can be a supervisor in an answer group.
Agent Groups
You can add as many users as you want in answer- and agent groups. You can have several agent groups in a answer groups and each agent group can have its unique ring strategies.
Click on Add agent group
- Choose a name for the agent group that clearly defines its purpose
- Choose between
- Longest available
- Random
- Ring all
- Priority order
- Rotary
-
Toggle on
if you want to set a maximum waiting time for the answer group.
- SSet the value in seconds, default 240 (4 minutes)
- Choose an action for when the value is true
- Click save
-
Manage how to handle the case when there are calls waiting and no agents logged in to the answer group.
Alerts, you can activate to send a notification message to agents and/or supervisors to inform them that there are calls waiting and that there are no agents loggin in to the answer group.
You can notify:- Agents
- Supervisors
You can set an action delay which will give agents a change to login and take the call before it gets diverted.
-
You can add as many users as you like to be agents in your answer group.
- Click on
- Select the right user(s)
- Click save
- Click on
-
To remove an agent from an answer group, click
on the agent in question.
Scheduling & welcome message
-
You can choose "Always open" on an answer group, often used on on-call groups. Toggle on
-
The answer groups will be created in accordance with your organisations default settings, to add a schedule event:
- Click
- Choose open / closed
- Select when (Specific weekdays, Monday to Friday, Saturday to Sunday, every weekday or specific time period
- Add a welcome message if needed
- Click save
to change order.
- Click
-
Scheduling applies from top to bottom in terms of priority. Drag and drop
to change order.
-
The welcome messages is played directly when the caller dials in to the answer group. To change it:
Turn it off:- Expand "Manage"
under welcome message
- Toggle off
- Click save
Choose text-to-speech (TTS) or soundfile- Remove existing TTS-message / soundfile
- Type new / choose new file
- Click save
- Expand "Manage"
-
Set up handling of incoming calls for when the answer group is closed.
- Expand the list "Manage"
- Choose handling action
- Click save
- Expand the list "Manage"
Waiting calls
-
Repeatedly play a message informing the caller about their position in the queue. Toggle on
/ off
To configure the settings:- Choose text-to-speech (TTS) or soundfile
- Type message or choose file / record a new
- Set the repetition delay
- Click save
-
Manage how to handle the case when the maximum waiting time is exceeded.
- Set a threshold value (Default: 20 callers)
- Choose overflow handling (answer group voicemail, play voicemessage and hangup, busy tone or redirect to number)
- Click save
Answer group settings
-
This is how you activate a notification when a caller leaves a new message in the answer groups voicemail:
- Click on
in the answer group
- Click on edit answer group
- Expand voicemail
- Under noticiations, toggle on
who shall receive the notifications (agents and or supervisors)
- Toggle on
"send according to personal voicemail notification settings", and they will be notified according to theri own settings in their personal voicemail
- Or, toggle on
app and or email, to overwrite their settings
- Possible to add a custom address aswell, simply enter address and click on save
Notification will be sent on desktop and as a native notification on your mobile device. The email will contain the attatched voicemail and available information about the caller.
- Click on
-
When a call has been answered, denied or missed, you have Wrap-Up Time to finish up before the next call. You decide how long the agent's Wrap-Up Time should be.
- Click on
in the answer group
- Click on edit answer group
- Expand Wrap-Up Time
- Answered Call: By default, it's
. To enable Wrap-Up Time, you need to toggle
and set the value in seconds.
- Declined Call: By default, it's
and the agent has 15 seconds of Wrap-Up Time before the next call.
- Unanswered Call: By default, it's
and the agent has 15 seconds of Wrap-Up Time before the next call.
- Click on
-
When Call Waiting is enabled, a logged in agent will be treated as available in this Answer Group even if he/she is busy in a personal call or a call in another Answer Group. Toggle on
to activate it.
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