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.
Agent Groups
You can add as many users as you want in answer- and agent groups. You can have several agent groups in a answer groups and each agent group can have its unique ring strategies.
Click on Add agent group
- Choose a name for the agent group that clearly defines its purpose
- Choose between
- Longest available
- Random
- Ring all
- Priority order
- Rotary
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Toggle on if you want to set a maximum waiting time for the answer group.
- Set the value in seconds, default 240 (4 minutes)
- Choose an action for when the value is true
- Click save
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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
You can set an action delay which will give agents a change to login and take the call before it gets diverted.
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You can add as many users as you like to be agents in your answer group.
- Click on
- Select the right user(s)
- Click save
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To remove an agent from an answer group, click on the agent in question.
Scheduling & Welcome Message
As a supervisor in an answer group, you can manage the opening hours and scheduling settings. Check out this guide to learn more. There, among other things, you can learn more about:
- Settings for open
- Settings for closed
- How to create a new schedule event
Call handling
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Repeatedly play a message informing the caller about their position in the queue. Toggle on / off
To configure the settings:- Choose text-to-speech (TTS) or soundfile
- Type message or choose file / record a new
- Set the repetition delay
- Click save
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Manage how to handle the case when the maximum waiting time is exceeded.
- Set a threshold value (Default: 20 callers)
- Choose overflow handling (answer group voicemail, play voicemessage and hangup, busy tone or redirect to number)
- Click save
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