Sub-users & Agents

What is the difference between agent account and sub user account?
Agent is any person who is part of your support team, who typically responds directly to the customer queries. Sub user could be any department who has ...
Wed, 19 Sep, 2018 at 3:30 PM
How can I add agents to my Voice account?
To add agents, follow the steps below: Login to your Voice account and click on Main Menu > Agents Click on '+New' to add a new agent. Fill ...
Wed, 19 Sep, 2018 at 3:36 PM
How can I create an agent group?
To create an agent group, follow the steps below: Login to Voice Account, click on Main menu > Agents Click on 'Agent group' icon as shown i...
Wed, 19 Sep, 2018 at 3:50 PM
Why are calls not routed to all the agents?
In case "Sticky Agent" is enabled, the repeated calls get connected to the same agent. You can enable " Smart Dialing" to route calls au...
Fri, 21 Sep, 2018 at 12:09 PM
What is sticky agent?
Sticky agent connects the call to the same agent who handled the previous case history of the customer. This avoids the need for repetition and enables smar...
Fri, 21 Sep, 2018 at 12:14 PM
How can I track my agent's performance?
Yes, we provide the following features to monitor your agents` calls to ensure professional quality of customer service or customer support: 1. Call Mon...
Wed, 19 Sep, 2018 at 12:53 PM
How do I transfer call to my co worker/ agent?
You can transfer the call by dialing #1 followed by the 10 digit mobile number. For example, you can dial #1987654321
Tue, 18 Sep, 2018 at 3:03 PM
How do I connect the call first to the agent and then to the customer?
At an admin level, you can configure default settings to call agent first. To do so, follow the steps below: From settings, Click on Account Settings...
Wed, 26 Sep, 2018 at 3:02 PM
How do I know if the customer/agent disconnected the call?
To know the details, follow the steps below: Login to Voice application.Click on 'Call Logs' from Main menu View the system disposi...
Wed, 26 Sep, 2018 at 3:07 PM