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.

Answer group settings

• You can add as many users as you like to be agents in your answer group.

  1. Click on
  2. Select the right user(s)
  3. Click save

  A guest can not be an agent in an answer group.

• Per default you will only have one skill tier (Skill 1). When you add an agent in another skill tier than 1, the second will appear and so on.  

  Calls will be distributed via the skill tiers, where skill 1 will receive the calls if they are available, if not the call will go to skill 2 and so on. 

  Set skill tier:
  1. Click  on the agent
  2. Choose the right tier
  3. Click save
  When you have multiple tiers set up, you can drag and drop  the agents between the different tiers.

• To remove an agent from an answer group, click on the agent in question. 

• This is how you activate a notification when a caller leaves a new message in the answer groups voicemail:

  1. Click on  in the answer group
  2. Click on edit answer group
  3. Expand voicemail
  4. Under noticiations, toggle on  who shall receive the notifications (agents and or supervisors)
  After that, choose how to send the notifications:
  1. Toggle on  "send according to personal voicemail notification settings", and they will be notified according to theri own settings in their personal voicemail
  2. Or, toggle on  app and or email, to overwrite their settings 
  3. 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.

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: 

  1. Click
  2. Choose open / closed
  3. Select when (Specific weekdays, Monday to Friday, Saturday to Sunday, every weekday or specific time period
  4. Add a welcome message if needed
  5. Click save
  Scheduling applies from top to bottom in terms of priority. Drag and drop  to change order.

• 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: 

  1. Expand "Manage"  under welcome message
  2. Toggle off
  3. Click save
  To edit:
   
  Choose text-to-speech (TTS) or soundfile
  1. Remove existing TTS-message / soundfile
  2. Type new / choose new file
  3. Click save

• Set up handling of incoming calls for when the answer group is closed. 

  1. Expand the list "Manage"
  2. Choose handling action
  3. Click save

Waiting calls

• Repeatedly play a message informing the caller about their position in the queue. Toggle on / off
  
  To configure the settings: 

  1. Choose text-to-speech (TTS) or soundfile
  2. Type message or choose file / record a new
  3. Set the repetition delay
  4. Click save

• Manage how to handle the case when the maximum waiting time is exceeded. 

  1. Set a threshold value (Default: 20 callers)
  2. Choose overflow handling (answer group voicemail, play voicemessage and hangup, busy tone or redirect to number)
  3. Click save

• Toggle on  if you want to set a maximum waiting time for the answer group. 

  1. Set the value in seconds, default 240 (4 minutes)
  2. Choose an action for when the value is true
  3. 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
  Action, you can choose what should happen when no agents are logged in. Choose action and click save.

  You can set an action delay which will give agents a change to login and take the call before it gets diverted.

Distribution strategy

Choose how calls shall be distributed in the answer group.

• Choose between:

  • Ring all
  • Longest available
  • Round-Robin
  • Priority order
  • Most skilled
  • Random