The basics of answer groups

Welcome to the 101, let's get started with the basics. 

There is different levels in the answer group, you can act as:

• An agent
• A supervisor

Included in your package

In the PBX-package you have active answer groups are included, check out how many depending on what kind you have. 

In many cases it is more cost efficient to upgrade your PBX-package from Light to Unlimited instead of purchasing more answer groups or IVR menus. 

Agent  

• To login to an answer group toggle  the one you would like to be active in.

• To log out from an answer group toggle  the one you would like to log out from. 

Supervisor

Only Pro users can be a supervisor in an answer group.

• Under answer group status: 

  1. Expand the list "Agents"
  2. Toggle on to login an agent or toggle off  to log out an agent

• This is where you manage all the settings in the answer group, you can edit:

  • Agent settings
  • Waiting calls
  • Scheduling & welcome message
  • Call distribution

  To learn about the settings as a supervisor in an answer group, click here

Detail view

• You are greeted by a list of all the answer groups you have access to. From this view, you now see the current waiting time, agents who are ready for calls and pending calls.
  • Click on an answer group to enter it
  • Click on  to filter which groups you wish to include in the view
• In the dashboard, you get access to all possible types of data to streamline your flows.
  • By clicking on  you can choose to include or exclude different metrics.

• To activate the flow chart, go to the settings in the answer group and enable the flow chart.

  The flow chart displayed directly on your dashboard offers a comprehensive and clear overview of the entire call journey. This tool not only makes it possible for you to easily identify each step in the call, but it also helps you discover critical points where calls may be lost. By compiling this and other important data, you gain deeper insights into the call process.

  • Bounced Calls
  • First Line
  • Missed Calls
  • Handled Calls
• In the graph, all calls are plotted based on the categories you see in the dots above it (Missed, bounced, voice message, forwarded, followed up, answered, ongoing, waiting).
  • Hover the mouse pointer over a call in the graph for more information
  • To exclude a call type, click on the dot whose data you wish to exclude
  • Don't want to see the graph? Click on  and toggle off the graph.
• Here are two lists you can expand
  1. Calls waiting: calls waiting in queue, possible to click on  and select an agent to distribute the call to
  2. Ongoing calls: a list of all the group's ongoing calls

• Here you get an overview of the answer group's agents/agent groups

  • Filter out an agent by typing their name in the box
  • Click on  to include/exclude items in the view
  • Click on  to expand an agent group, as an agent you can see who are logged in and their activity status and whether they are ready for calls or not
  As a supervisor, you get access to more data when you have expanded an agent group
  • Percentage of answered calls per agent
  • Percentage of processing time used and number of seconds in processing
  • The ability to log in/out agents

• A combined list of all the group's calls.

  • Click  to exclude/include different call types
  • Click  on a call for more options
  • Click on "show more calls" and filtering for more options
  • Click on  to mark the call as followed-up

Overview

• You are greeted by a list of all the answer groups you have access to. Here you can choose one, several or all by clicking on the answer groups. The data will then be presented in the Dashboard, Graph & Agent groups

• In the dashboard, you get access to all possible types of data to streamline your flows.

  • By clicking on  you can choose to include or exclude different metrics.

• In the graph, all calls are plotted based on the categories you see in the dots above it (Missed, bounced, voice message, forwarded, followed up, answered, ongoing, waiting).

  • Hover the mouse pointer over a call in the graph for more information
  • To exclude a call type, click on the dot whose data you wish to exclude
  • Don't want to see the graph? Click on  and toggle off the graph.

• Here you get a quick overview of one or more answer groups (depending on which you have chosen in the list)

  • Below the answer group's name, you see the current waiting time
  • The green/red dot indicates whether the answer group is open or closed
  • In each agent group, you see waiting calls, ongoing calls, agents who are ready and those who are busy