Call Groups

What are Call-Groups?
Call-Groups are the easiest way to categorize different Lines of Business and ensure that agents are segregated based on their strength as well as your...
Thu, Jun 9, 2016 at 4:38 PM
How are calls routed?
Call distribution is determined based on following criteria (in order): 1. Agent-Availability  If the Agent is Logged in and the status is set on &#...
Thu, Jun 9, 2016 at 3:31 PM
In what ways can you customize the parameters of a Call Group?
Call Groups allow you to organize your agents and the calls as per business requirements. You can customize each one on the following parameters: Max...
Thu, Jun 9, 2016 at 6:30 PM
What are the different Queue-strategies available?
Choosing strategies allows you to allocate incoming calls in the way most suitable to your business requirements. You can choose from one of the four a...
Thu, Jun 9, 2016 at 6:35 PM
How can I set Queue-strategies?
Queue strategies allow you to customize the call groups in any way best suited to your business needs. Just go to the 'Call Groups' tab on the...
Thu, Jun 9, 2016 at 6:46 PM