Create an answer group

Follow the guide

Settings in an answer group

The following settings cannot be managed by agents and supervisors if they lack the permission for phone system. You can manage the settings without being an agent or supervisor, provided you have the authority. 

Current status

• Toggle on  to temporarily close an answer group group, it's recommended to only be used as an emergency solution. On the answer group you wish to temporarily close:

  1. Expand "Close temporarily" & Toggle on
  2. Choose a temporary closed handling, toggle on  to adjust the settings
  3. Choose what should happen (play voice message and hang up, busy tone, voice mailbox for answer group, forward to number). Fill in any information depending on the choice.
  4. Click on save

Name

• You can easily change the name of an answer group. Expand the one you wish to change, enter the new name, and then click save.

Opening hours

• Learn more about schedule settings here.

Number

• Here you can change the answer groups number. You can only do this when the group is closed and there are no calls in the queue.

• Here you can choose where potential costs for forwarding to external numbers should be charged.

• Choose which number to display for agents when they receive a call fron an answer group on their mobile phone Choose between:

  1. Caller's nummer + numeric ID
  2. Answer group number
  3. Custom number

Agents & Supervisors

• Here you create and manage the answer groups agent groups, see guide for more information.

• You can add / remove supervisors from answer groups. 

  1. Expand the group
  2. Under settings, expand supervisors
  To add:
  1. Expand the list add supervisors  , write a name and select the user
  2. Click save
  To remove:
  1. Click  on the user you want to remove
  2. Click save

Call handling

• See guide
• See guide

• Once a call has been answered, rejected or missed, there is time to close the case before the next call. You set the processing time for the agent yourself.

  1. Answered call: By default, it is . To activate processing times, you need to toggle on  and set the value in seconds.
  2. Rejected call: By default, it is on  and the agent has 15 seconds of processing time before the next call.
  3. Missed call: By default, it is on  and the agent has 15 seconds of processing time before the next call.

• Here you change the voicemail message for the answer group: 

  1. In the group, under settings, expand the voicemail list
  2. Select text-to-speech (TTS) or audio file
  3. Write your message or select audio file / record a new one
  4. Click save

  This is where you change the default voicemail for the selected answer group. To activate it, select voicemail as handling when it is closed / no response.

• Activate transcription of the answer groups voicemail, transcribed messages will be displayed in the call history.

  1. In the group, under settings, expand voicemail
  2. Toggle on

• Activate to notify agents about new voicemails

  1. In the group, under settings, expand voicemail
  2. Toggle on

• When Call Waiting is activated in an answer group, a logged-in agent will be treated as available even if the agent is busy in a personal/answer groups call. Toggle on  to activate this.

• Activate if you want to return a transfered call to the queue as a VIP call if the transfer fails (unanswered call)

• The setting here is related to "Direct Transfers" above. Here you can change the message, or leave it as it is.

• See guide

Outgoing calls

• If you expand the caller ID, you can decide whether it should be possible to send SMS from the group's number, you can also set a custom user ID. Read more about SMS here.

• Caller ID allows users to display a different number than their own (mobile & landline numbers) for outgoing calls.
  
  To allow agents, supervisors, and users to display the number: 

  1. In the group, under settings, expand the caller ID list
  2. Allow all agents and/or supervisor (Toggle on / off  )
  3. Or, allow specific users by selecting them in the "select users" list
  4. Click save

View

• Here you activate the flow chart for the answer group
• Activate and set a threshold if you want the answer group's queue time to flash red when your queue time exceeds the set value.

Service Level

• Here you adjust your service level, which per default is a waiting time of 90 seconds and an early hang-up of 10 seconds. This metric helps you keep track of a answer group's response times as it measures whether the agents answer calls within a set threshold (in seconds) or not and displays it as your service level in percentage.
  
  You can also work with a taget level which will be displayed in analytics.

  With a value of 90 seconds and 8 out of 10 calls are answered within that time, your service level will be 80%. If a call is hung up before ten seconds have passed, it will not count against your service level. In that case, your service level will look like this: 8 out of 9 calls are answered within the value, which means a service level of 88.889%.

  How to adjust it:
  1. Set a threshold value for max waiting time
  2. Set a threshold value for early cancel
  3. Activate target level (optional) to visualize the data in analytics

Permissions

• With this setting, you can limit the agents' ability to log in/out from a answer group by toggling on.

Delete an answer group

• If you want to delete an answer group: 

  1. Expand the group you want to delete
  2. At the bottom, click delete
  3. Click yes

  You cannot restore deleted answer groups and if they contain any recordings, these will also be permanently deleted. 

Default Settings   

When you create a new answer group, the default settings will apply unless you specify otherwise. You can edit the settings:

• The default settings applied when you create a new answer group. You can edit what should happen with:
  • Pending calls
  • Scheduling & welcome message
  • Call distribution
  • Voicemail
  To edit the settings:
  1. Expand the list for what you want to edit, e.g. pending calls
  2. Make your changes
  3. Click save