Response groups 101

Who has access to response groups?

• All users have access to response groups

Join a response group

• To enter response groups, click on the Call center icon

Basic information

• Welcome to this 101, we'll start with the basics.

• There are different levels in a response group. You can be
  • An agent

  • A supervisor

Included in your package

Which features are included in your solution depends on which switch package you have: Mini , Light or Unlimited .

• The Mini package includes 1 response group and 0 IVR menus . You have access to an unlimited number of agents and an unlimited number of supervisors .

• With the Light package you get 2 response groups and 2 IVR menus . Again, this includes unlimited agents and unlimited supervisors .

• With the Unlimited package, you get unlimited response groups and unlimited IVR menus , along with unlimited agents and unlimited supervisors .

In many cases, it can be more cost-effective to upgrade from Light to Unlimited , rather than purchasing additional response groups or IVR menus separately.

Agent

Supervisor

You must be a Pro user to be a supervisor in a response group.

• Under agents:
  1. Expand an agent group

  2. Toggle on to log an agent in, or toggle off to log an agent out.

• Here you can adjust the response group settings. You can manage:
  • Agent groups

  • Scheduling & Welcome Message

  • Call waiting

Detail view

1. You will be presented with a list of all response groups you have access to.

2. From this view you will see:
   • Current waiting time

   • Agents ready to talk

   • Call waiting

3. Click on a response group to enter it

4. Click the eye icon to filter which groups you want to include in the view

5. In the dashboard you get access to data to streamline your flows:
   • By clicking the eye icon, you can include or exclude different metrics.

6. To activate the flowchart, go to the settings in the relevant response group and activate the flowchart.
   • The dashboard flowchart provides a clear overview of the entire call journey, helping to identify critical points where calls can be lost.

• The graph plots all calls based on categories (Missed, bounced, voicemail, forwarded, followed up, answered, ongoing, waiting).
  • Hover over a call in the graph for more information

  • To exclude a call type, click on the dot whose data you want to exclude

  • Don't want to see the graph? Click the eye icon and toggle graph off.

• Here are two lists you can expand:
  1. Calls in queue : calls waiting in queue. Click on the icon with the three dots and choose an agent to distribute the call to.

  2. Ongoing calls : a list of all the group's ongoing calls

• Overview of agent groups:
  • Filter for an agent by entering their name in the search box

  • Click the eye icon to include/exclude objects in the view

  • Click the down arrow to expand an agent group

  • As an agent, you see status – logged in, activity status, if they are ready

  • As a supervisor you will see:
    • Percentage of calls answered per agent

    • Percentage of processing time spent and number of seconds in processing

    • The ability to log agents in/out

• A combined list of all conversations in the group:
  • Click the eye icon to exclude/include call types

  • Click the three-dot icon on a call for more options

  • Click on “show more calls” and filter for more options

  • Click the check icon to mark the call as followed up.

Overview

• You will be presented with a list of all response groups you have access to.

• Select one, several, or all by clicking on the names of the response groups.

• The presentation of data then takes place in Dashboard, Graph & Agent Groups

• In the dashboard you get access to a lot of data to optimize your processes.
  • Click the eye icon to include or exclude different metrics.

• The graph plots the calls based on categories (Missed, bounced, voicemail, forwarded, followed up, answered, ongoing, waiting).
  • Hover with your mouse for more info

  • Click on a data point to exclude it

  • Want to turn off the graph? Click the eye icon and toggle graph off.

• Get a quick overview of selected response groups:
  • Under each group's name you will see the current waiting time.

  • Green/red dot shows whether the group is open or closed

  • In each agent group, you see waiting calls, ongoing calls, agents who are ready, and who are busy