Who can access answer groups?
- All users can access the answer groups
Access answer groups
- To access answer groups, click
The basics of answer groups
Welcome to the 101, let's get started with the basics.
There is different levels in the answer group, you can act as:
- An agent
- A supervisor
Included in your package
In the PBX-package you have active answer groups are included, check out how many depending on what kind you have.
PBX-package | Answer groups | IVR | Agents | Supervisors |
---|---|---|---|---|
Light | 2 | 2 | Unlimited | Unlimited |
Unlimited | Unlimited | Unlimited | Unlimited | Unlimited |
In many cases it is more cost efficient to upgrade your PBX-package from Light to Unlimited instead of purchasing more answer groups or IVR menus.
Agent
-
To login to an answer group toggle
the one you would like to be active in.
-
To log out from an answer group toggle
the one you would like to log out from.
-
At the top of an answer group there is some data available that will show you:
- Available agens, i.e. agents logged in and not in another call
- Latest waiting time
- Average waiting time
- Missed calls
- Ongoing calls
- Calls waiting
/ off
, mark the call to display details.
-
Under answer group status you can expand more details about the calls to the group. Expand and see
:
- Calls waiting
- Ongoing calls
- See and listen to voicemails
- Missed calls
- Call history
If you have the permission and the add-on call recording you can also listen to recordings from the answer group status
Supervisor
Only Pro users can be a supervisor in an answer group.
-
At the top of an answer group there is some data available that will show you:
- Available agens, i.e. agents logged in and not in another call
- Latest waiting time
- Average waiting time
- Missed calls
- Ongoing calls
- Calls waiting
/ off
, mark the call to display details.
-
Under answer group status you can expand more details about the calls to the group. Expand and see
:
- Calls waiting
- Ongoing calls
- See and listen to voicemails
- Missed calls
- Call history
- Agents
If you have the permission and the add-on call recoding you can also listen to recordings from the answer group status
-
Under answer group status:
- Expand the list "Agents"
- Toggle on
to login an agent or toggle off
to log out an agent
- Expand the list "Agents"
-
This is where you manage all the settings in the answer group, you can edit:
- Agent settings
- Waiting calls
- Scheduling & welcome message
- Call distribution
To learn about the settings as a supervisor in an answer group, click here
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