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.
Response groups 101
Learn the basics of response groups: roles, dashboard, agents, supervisors, and call handling.
Analytics Reports
Gain insights into call flows and streamline operations with the analytics service.
Analytics Explore
Analyze ring flows and response groups with Analytics. Choose metrics, adjust thresholds, and export data.
Response group settings for a supervisor
Supervisor Guide: Manage agent groups, ring strategies, schedules, and call flows in response groups.
Response group settings for users with telephony system permission
Complete guide to response group settings: agents, AI, calls, callback, CI and case management.
Agent response group settings
Agent guide: set availability, select device for calls, and manage activity status.
Input collector
Create an Input collector for efficient data collection via telephony systems.
To-do function in response groups
Manage and follow up on missed calls, voicemails, and callbacks in the To Do list.
Metrics 101
Explanation of all metrics in response groups: service level, wait time, talk time, bounces, and graph.
Callback
Let callers choose callback instead of queuing. Automatic or manual callback with SMS confirmation.
Follow-up via call history
Follow up on missed calls via call history. Mark as followed up, add comments and send SMS.