CloudTalk allows you to assign agents to various ring groups based on your unique needs. For example, you can create separate groups for sales support, complaints, customer support, and many others.
List of groups
As an administrator, you can view ring groups in your menu. The list includes all your groups and agents associated with them.
Setting up groups
If you need to create a new group, go to the list of groups and click on "Add a group". The adding of a group is divided into 2 parts: general and advanced settings.
General Settings allow you to create an internal label that will help you distinguish between individual groups. It is also necessary to enter an email address that will be used for notifications when new voicemails come in. In the last step, you will be asked to select agents to be assigned into the group.
- You can enable After Call Wrap-Up Time and specify the number of seconds. The agent will not be available during this time, so no calls will be routed to him.
- Maximum Queue Size allows you to determine how many customers will wait in the queue at any given time.
- If you do not wish to route calls to agents who are already on the phone,select "No" in "Route calls to busy agents?"
- If you wish to use Skill-based routing in a particular group, select skills that will determine how calls will be routed to your agents.
- You can also set up Callback for the group. You will find out how to set up callback in the next post. Callback can be enabled only after a group is created.
CloudTalk allows you to select a ring strategy for your groups. Inbound calls may be distributed among the group’s agents in three different ways:
- Ring All - The call will ringto all agents until one of them answers.
- Round Rubin - The call will ring to one agent only. If the agent doesn’t answer, CloudTalk will choose the next agent in line, etc.,until the call is answered.
- Fewest Calls - The call rings to the agent with the lowest number of answered calls on a particular day.