Groups
You will appreciate groups, especially for shift work operations in the call center and in the case of using multilingual operator teams. This section will teach you how to manage and create such groups.
Each operator must be assigned to at least one group to receive chats, calls, or emails. To create a new group, click the “Add” button.
Group settings
A new group must first be named until you can set other parameters. Below the group name setting, you can add the so-called “Maximum ACW”. It stands for After-call work and it's the maximum time for an operator to evaluate a session with a customer.
Operators are added by checking the box next to each user on the list. You can add or remove operators from the group anytime and perform it by an administrator.
The Assignment Rules are key, where you specify the assignment method, see below, the group queue size, and the maximum time in the queue for a possible overflow to the next group. Also, make sure you are setting up the correct channel.
The application allows you to set different behavior for 3 channel types:
Assignment Rules
There are 2 Assign interactions types
Working hours and holidays
In this section, you can set the time frame during which the widget is to be active. If you do not set up any time frame, a widget will behave according to the availability of your operators.
You can set hours for a group for a whole day, for a specific period, or multiple separate segments (e.g. due to a lunch break) - using the “plus” icon at the edge of the line.
In the Holidays section, you can set the days on which your service will not be available. You can also set any time frame.
Depending on the set holidays, the client is played, for example, "out of hours recording", which is contained in the IVR.
Using the “trash can” icon you can deactivate the group on the selected day.
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