Ring Groups can represent skills, departments, languages, queues (the functional area that you want to allocate contacts to), among others. Talkdesk uses Ring Groups to route different types of contacts to agents with the proper skills to handle them. When ring groups are associated with a number or Interactive Voice Response (IVR), incoming contacts are only routed to agents who are also linked with, at least, one of those ring groups:
- Each phone number must have either at least one ring group or a Studio flow associated with it.
- When configuring an IVR, the IVR prompts can be used to redirect contacts to a specific ring group.
How does Live show this information?
Talkdesk Live™ offers a variety of possibilities to view information related to Ring Groups.
In every widget (except the Contacts Lists and Live Agent Lists), it’s possible to apply a breakdown by Ring Group and display that information through a table visualization.
Also, every single widget lets you filter by “Ring Groups” [1] (limited to 600 ring groups):
- When multiple ring groups are selected, only calls and agents related to those ring groups will show up on the widget metrics. Direct lines will not be shown.
- If no ring group is selected, the widget will show all existing ring groups as well as the contacts that are being directly assigned to agents.
On the “Contacts List” widget, two fields are currently displaying ring group related information:
- “Ring groups” [1]: This field displays the Ring Groups (or queue) to which the contact is originally allocated, namely, the ring group of the first assignment and dial.
- “Live ring groups” [2]: In this column, every time a contact falls back into another assignment and dial step, this dimension will show what is the current ring group the assignment/routing system is looking for.
Tip: This information can be overridden by the Reporting step in your Studio Flow.
More information about the Reporting step can be found here.
On the “Live Agents List” widget you can see:
- The “Ring groups” [1] with which the agents are associated. These ring groups will allow the assignment/routing system to know where to allocate each contact.
How can this information be accessed in Explore?
While Live displays the Live Ring Group, the equivalent in Explore is the Handling Ring Group.
The goal of the Handling Ring Group is to provide the Supervisor information on which ring groups were used to handle the contacts.
The importance of this information is to complement the contact journey: the Ring Group field translates the first intention, while the Handling Ring Group translates in which queue it had an outcome.
Example: You have a first Assignment and Dial Component, in which the Ring Group is Support, and a second one that is Tier 2.
If your contact is answered in Tier 2:
- Contact Ring Group = Support.
- Handling Ring Group = Tier 2
If your contact is answered in Support:
- Contact Ring Group = Support
- Handling Ring Group = Support
In this example, we can see contacts that were handled by the same Ring Group as the target one (the entries where Ring Groups and Handling Ring Groups dimensions show the same value) and contacts that were handled by another ring group (the entries show different values).
The new dimensions will be available in the following Contact’s Model sources:
- Explore API Contacts endpoint.
- Contacts Dataset.
- Contacts Default Report.
For more details, please refer to Data Dictionary.