Ring Groups
Tackle inbound calls with a team mentality. Route inbound calls to a team, and determine how those calls should be distributed between individual agents.
Ensure a manageable call volume for support agents
Set the pace of inbound calls for your team. Avoid long wait times and ensure customers can reach agents quickly.
Distribute call volumes
Select ring rules that work best for your team’s preferences and workload. Choose to ring individual agents randomly, simultaneously, or based on the agent who has been idle the longest.
Pace your calls
Manage average wait time for customers. Customise the number of seconds calls will ring to one agent before ringing the next agent, so customers can reach agents faster.
Manage your team
Customise ring rules when routing to an individual agent. Choose whether inbound calls skip agents when they’re busy or ring them anyway.
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