As an agent in a response group, there are some settings you can configure to make your workday easier.
Which response group is the call coming from?
As an agent, you can be logged into multiple response groups at the same time. To answer the call, you need to know which group is calling, here's how it works:
- On computer: When you receive a call on your computer, you will see the name of the response group at the bottom of the notification. This way you know which group is calling.
- On mobile: How a response group call is presented on your mobile depends on how you have activated the "Display number for outgoing calls on mobile", please check with your manager. As well as whether you have activated notifications on your mobile with information about the caller.
Use an activity status to determine your availability in response groups
On computer:
You can either create a new one or edit an existing one.
- Click on your avatar.
- Click on the three-dot icon.
- Click on the gear icon
- Click the plus sign to create a new one or expand an existing one to edit it
- Under Response Groups, toggle on or off to determine your availability in response groups when the status is active.
- Click on save.
On mobile:
You can either create a new one or edit an existing one.
- Press your avatar.
- Tap the three-dot icon.
- Tap the gear icon
- Tap the plus sign to create a new one or expand an existing one to edit it
- Under Response Groups, toggle on or off to determine your availability in response groups when the status is active.
- Press save.
Select which device the response group(s) should call
On computer:
You can either create a new one or edit an existing one.
- Click on your avatar.
- Click on the three-dot icon.
- Click on the gear icon
- Click the plus sign to create a new one or expand an existing one to edit it
- Under response groups, toggle on "Available in response groups".
- Toggle on the devices you want to call from the response group or response groups.
- Click on save.
On mobile:
You can either create a new one or edit an existing one.
- Press your avatar.
- Tap the three-dot icon.
- Tap the gear icon
- Tap the plus sign to create a new one or expand an existing one to edit it
- Under Response Groups, toggle on “Available in Response Groups”
- Toggle on the devices you want to call from the response group or response groups.
- Press save.