Setting up Ring Groups (Queues)

Ring Groups, also known as "Queues", is a feature that groups users based on certain characteristics such as skills, departments, and languages. This feature helps route calls to agents with the proper skills to handle them, using the assigned ring groups as criteria.

When ring groups are associated with a number or IVR, incoming calls are only routed to agents who are also associated with at least one of those ring groups:

  • Each agent must have at least one ring group.
  • Each phone number must have at least one ring group.
  • When configuring an IVR, the IVR prompts can be used to redirect calls to a specific ring group.

Learn more below on managing ring groups:

Associating a Phone Number with a Ring Group

Adding Agents to the New Ring Group

Editing Ring Groups

Permission to Only Edit Ring Groups

Bulk Adding or Removing Ring Groups

 

Associating a Phone Number with a Ring Group

Note: The permission to create and manage ring groups requires that the user's role in the Roles and Permissions tab is set to of one of the following: 

  • Agents:  Scope “All” + Permissions "View" + "Create"
  • Agents:  Permissions "View" + "Update" + "Assign Ring Groups"

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2. Go to Admin [1].

3. Select the Numbers tab [2].

4. Click the phone number you want to associate with the team [3].

chained ring group.png

5. Add a ring group to the phone number by writing the name of the ring group on the “Ring Groups” field [4]. We’ve used “ primary_support” in our example. Then, press Enter.

6. To remove a ring group, simply click on the “x” next to its name [5]. Chained ring groups, whose names are preceded by an infinity symbol [6], can also be removed by following the same process. 

Note: If a chained ring group has been previously added, you will only be able to add additional ring groups if, first, you remove the chained ring group.

7. Click Save to apply the change to the phone number [7].

 

Adding Agents to the New Ring Group

After adding a ring group to at least one phone number, you need to associate it with agents.

Ring_Groups_3.png

  1. Click on the Agents tab [1].
  2. Select the agent you would like to associate with the ring group [2].

Ring_Groups_4.png

3. Add the previously created ring group to the “Ring Groups” field and press “Enter” [3].

4. Scroll to the bottom of the page and click Save to apply the changes to the agent.

You can set up multiple teams within your contact center by assigning different ring groups to agents. When an agent has more than one ring group, our skills-based routing rules determine how calls are routed to agents.

Learn how to filter and see metrics results per team in Talkdesk Live.

Editing Ring Groups

By default, Administrators have access to all areas within the Admin section and, as such, are able to edit and manage all the settings within the agents’ profiles, including “Ring Groups”. 

On the other hand, Supervisors, Agents, and custom roles with similar permissions do not have access to the Agents tab of the Admin section by default. These roles can only edit ring groups if the right permissions are set for them.

Administrators with editing access to the Roles tab must enable/disable the specific permission settings as described below.

Permission to Only Edit Ring Groups

To enable a role to only update ring groups, follow the steps below:

Ring_Groups_5.png

1. Select the Admin section [1].

2. Click the Roles and Permissions tab [2].

3. ​​Choose the role that you would like to change [3] and once within the role’s page, click on Permissions.

Ring_Groups_6.png

4. Click on Edit and scroll down to “Admin” [4].

5. On the “Agents” section, select View and Update, as well as the Assign Ring Groups permissions [5].

6. Click Save to apply the changes [6].

 

Note: By activating this permission, the users with this role will only be able to edit Ring Groups and will not be allowed to change anything else on the agents’ profiles. Learn more about how to customize a role.

 

Bulk Adding or Removing Ring Groups

To add or remove ring groups from users, you can use the bulk actions feature in the Agents and Users tab. Learn more here.

 

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