Answer groups & IVR
Collection short description here
Response groups 101
Learn the basics of response groups: roles, dashboard, agents, supervisors, and call handling.
IVR (button selection menus) 101
Create interactive voice response (IVR) menus so callers can select the correct department directly via phone keys.
Analytics Explore
Analyze ring flows and response groups with Analytics. Choose metrics, adjust thresholds, and export data.
Analytics Reports
Gain insights into call flows and streamline operations with the analytics service.
Agent response group settings
Agent guide: set availability, select device for calls, and manage activity status.
Response group settings for users with telephony system permission
Complete guide to response group settings: agents, AI, calls, callback, CI and case management.
Response group settings for a supervisor
Supervisor Guide: Manage agent groups, ring strategies, schedules, and call flows in response groups.
Metrics 101
Explanation of all metrics in response groups: service level, wait time, talk time, bounces, and graph.
To-do function in response groups
Manage and follow up on missed calls, voicemails, and callbacks in the To Do list.
Input collector
Create an Input collector for efficient data collection via telephony systems.