Call Groups
How can I set Queue-strategies?
Queue strategies allow you to customize the call groups in any way best suited to your business needs. Just go to the 'Call Groups' tab on the 'Settings' page to add new call groups and customize queue strategies now.
Can I set call position announcement for my callers?
Yes, You can configure waiting position announcement for your callers from Call-Group settings page
Can I group all incoming-calls on my various SR numbers(International & national)?
Yes, You can individually map your SR-Numbers of various geographies into single (or) multiple Call-Groups based on your business need. -- Upcoming Feature -- (Only way to map numbers currently is to have them in different plans, or by using IVR ...
Is Sticky-Agent feature available in callcenter?
Sticky-Agent feature allows you to ensure your callers are always connected to the agent he/she last spoke to, provided that agent is available to answer the calls. -- Upcoming Feature --
Can I set auto-callback for calls that were missed by my team?
Auto-callback option allows you to automatically call your callers whose calls got missed, and connect with your available agents. -- Upcoming Feature --
Can I set waiting time announcement for my waiting callers?
Yes, You can announce expected waiting time for your waiting-callers. You can set this from your SR Call-Group settings page -- Upcoming Feature --
In what ways can you customize the parameters of a Call Group?
Call Groups allow you to organize your agents and the calls as per business requirements. You can customize each one on the following parameters: Max-Wait time How annoying is calling a helpline only to meet the IVR that goes on and on and on... you ...
What are the different Queue-strategies available?
Choosing strategies allows you to allocate incoming calls in the way most suitable to your business requirements. You can choose from one of the four available strategies for the call-handling: Ring All: This allows all 'available' agents in the ...
How are calls routed?
Call distribution is determined based on following criteria (in order): 1. Agent-Availability If the Agent is Logged in and the status is set on 'Available'; And, the agent is not on a call with client; And, the agent has surpassed wrap-up duration. ...
What are Call-Groups?
Call-Groups are the easiest way to categorize different Lines of Business and ensure that agents are segregated based on their strength as well as your business needs. If the maximum calls you receive seek support such that you need to allot a major ...