Answer groups & IVR

Collection short description here

IVR (button selection menus) 101

Create interactive voice response (IVR) menus so callers can select the correct department directly via phone keys.

Learn the basics of response groups: roles, dashboard, agents, supervisors, and call handling.

Analyze ring flows and response groups with Analytics. Choose metrics, adjust thresholds, and export data.

Gain insights into call flows and streamline operations with the analytics service.

Agent guide: set availability, select device for calls, and manage activity status.

Supervisor Guide: Manage agent groups, ring strategies, schedules, and call flows in response groups.

Complete guide to response group settings: agents, AI, calls, callback, CI and case management.

Create an Input collector for efficient data collection via telephony systems.

Let callers choose callback instead of queuing. Automatic or manual callback with SMS confirmation.

Explanation of all metrics in response groups: service level, wait time, talk time, bounces, and graph.