Answer groups & IVR

Collection short description here

Response groups 101

Learn the basics of response groups: roles, dashboard, agents, supervisors, and call handling.

Create interactive voice response (IVR) menus so callers can select the correct department directly via phone keys.

Analyze ring flows and response groups with Analytics. Choose metrics, adjust thresholds, and export data.

Gain insights into call flows and streamline operations with the analytics service.

Complete guide to response group settings: agents, AI, calls, callback, CI and case management.

Supervisor Guide: Manage agent groups, ring strategies, schedules, and call flows in response groups.

Agent guide: set availability, select device for calls, and manage activity status.

Let callers choose callback instead of queuing. Automatic or manual callback with SMS confirmation.

Follow up on missed calls via call history. Mark as followed up, add comments and send SMS.

Explanation of all metrics in response groups: service level, wait time, talk time, bounces, and graph.