You can manage the team of agents through agent groups, and configure and use global virtual numbers and custom routes based on the agent group. You can also specify an agent group to initiate AI outbound calling tasks.
1. Add new agent group
New entrance: Management-Call Center Management-Agent Group Management-New
Description of new setting items :
- Agent group : Enter the agent group name
- Remarks : Optional agent group remarks
- Priority for regular customers : optionally turned on. After turning on, when a customer calls in to this agent group, the agents who have served the customer will be given priority.
- Routing configuration : Generally, you can choose the "Default Route". If your custom route is connected to the system, you can choose it here. For detailed custom routes, see [Custom Route]
- Outbound call display number: When using the default route, you can assign a random number or a global virtual display number to the agent group for outbound calls.
- Platform Line: When enabled, you can assign either a random number or a global virtual display number to outbound agent groups.
- Outbound Script: You can select a pre-configured script.
- Satisfaction Survey: You can select a pre-configured satisfaction survey.
- SMS settings : If you have activated the SMS application, you can specify the SMS templates that can be used for the agent group, and configure the use of outbound hang-up SMS. The hang-up SMS includes
- Send all
- Connect to send
- Not connected to send
2. Edit agent group members
Editing entrance : Management-People-Voice Agent Group
Operation: Add or remove agents by checking the box (to add agents, please refer to the next article: [Agent Management])
3. Set up the agent group leader
Operation entrance: Management-People-Voice Agent Group-Agent Group Members Column
Operation : Select the members that need to be set as the agent group, and click Assign Supevisor to complete the setting.