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User Groups, Skill Groups, Tags, and Roles

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User groups functionality is one of the Dialer intelligence instruments that contain logical rules and filters to manage the call assigning routine and target specific groups of leads by suitable agent desks based on priority, language, expertise, shift, etc.

User groups connect leads with agents. On the one hand, they contain logical rules that set leads' filtering. On the other hand, priority groups define which agents with suitable skills will call the leads. 

User tags assist team leaders in managing data on their teams.

Roles contain sets of permissions users have in the system.

CommPeak support team will assist you with configuring groups, user tags, and roles according to your preferences.

User Groups

You can manage groups on the User Groups page. Go to Users and select Groups to open the page.


There are the following columns on the User Groups page:

  • ID - unique group ID in the system
  • Name - group name which in short displays its purpose
  • Description - additional information about the group
  • Campaigns - this column shows campaigns assigned to the group in filters
  • Filter - this column contains a summary of filters
  • Actions - this column provides access to editing the group, assigning priority groups, etc.

You can use the quick search option to find groups by words contained in the group name, description, or campaign:

To edit a user group, click on the Edit button in the Actions column. On the page that opens, you can modify parameters and/or filter groups.

User Group Parameters

There are several sections with parameters on the editing page as you scroll down from top to bottom.

Basic Parameters

In the main section at the top of the page, enter a group name, and provide additional information about the group in the description. Leave the rest of the settings as it is.

Predictive Settings

Predictive settings relate to predictive dialing.

Parameter Description
Predictive Type The CommPeak support team sets this.
Sorting Method The CommPeak support team sets this.
Upload a prebridge greeting playback file  You can upload an audio file to play to leads before an agent enters the call.
Show feedback page after permanent assignment failed call The purpose of this setting is to let the agent choose a new time for the call or add additional comments if a scheduled meeting call failed.
Dial to Ratio Permanent Assigned Leads as No Ratio  This setting is not used.
Show preview of lead when dialing to Direct Dial leads This setting will allow an agent to preview the lead information before calling a permanently assigned lead.
Allow start dialing in the background while in feedback Select this option to allow the system to call the leads while the agent is still in feedback.
AMD Type  Answering Machine Detection (AMD) is an optional free feature that enables automatic detection of voicemail. It allows recognizing about 85% of all machine answer cases. 
Please contact your account manager or open a support ticket to enable this feature or for more information.
AMD/BEEP Max Duration  For more information, please contact your TD manager or open a support ticket.

Predictive Outbound IVR

Predictive Outbound IVR (interactive voice response) allows configuring a voice menu with an interactive message that reaches the lead. Playback will start after the lead answers and before the call is bridged to an available agent. 

Please contact your account manager or open a support ticket to enable this feature or for more information.

Filter Groups

IMPORTANT

Before modifying the filter groups and creating new ones, please familiarize yourself with the information below.

  1. Group filters are relevant for the clients who upload leads via lead files and those who have CRM integration.
  2. We recommend creating at least one but no more than four filters for each group.
  3. Every filter group and every filter inside the group should fetch different leads.
  4. We highly recommend that the group filters be as simple as possible so the Dialer can fetch leads faster and more efficiently.
  5. The first line of every group filter should be Campaign (one of the) or Campaign (not one of the).
  6. Option one of the means that only the selected values will be relevant. When choosing it, there is no need to add another line for the same field with the option not one of the.
  7. If possible, try not to use the OR option to minimize the number of lines in each group filter.
  8. A group filter can contain no more than two object lists: one for country and another one for status.
  9. A filter should contain only one line with countries. When creating a rule with a predefined object list for countries, there's no need to add a line with the Country field.

The filter groups are the most important part of user groups that indicate which lead each skill group will call. 

Usually, several filters combine leads into categories. The bigger box on the left shows the filter name that clearly states the filter's purpose or specific leads you intend to call from this filter.

There is a group of controls on the right of each filter rule. The weight option enables prioritizing the filters by setting the sequence for their processing. To use this setting, select weight from the dropdown box and enter the number of leads in the box next to it. 

NOTE

The weight setting works as a ratio. In the example above, we could have entered 30, 20, and 10, and the effect would be the same.

In the example above, the Dialer will process the Main filter first. It will call 3 leads from the Main group, then 2 leads from the Leads 15 Days group, then 1 lead from the Leads 30 Days group. When there are no leads in all these groups anymore, it will use the leads from the Failover group.

These are controls for removing or expanding the filter:

In the expanded view, Leads Filtering Settings with filter lines are displayed. You can combine several lines using the AND/OR logic. 

There are many filtering options and configurations. For more information on a particular option, contact the support team or your account manager.

Lead Distribution Simulator

When configuring filter groups, it is recommended to ensure that only one user group calls a specific lead.

You can check which user groups can call a campaign lead (test lead's assignment) on the User Groups page.

NOTE

If a lead is assigned to an agent, the scheduled meeting will happen in the assigned callback date and time regardless of the simulation result.

To test lead assignment:

  1. Go to the User Groups page and click Test lead assignment.
  2.  Select by which parameter (lead ID, campaign lead ID, original identifier, or phone normalized) you wish to identify the lead and then enter the parameter value.
  3. After you click Run, a field will appear showing the group (or several groups) that can call the entered lead.

IMPORTANT

If the result shows more than one group, only one of them will take that lead. It is not possible to determine which group exactly will take it as it depends on several factors like the number of agents, working hours, etc.

Group Simulator

The group simulator enables you to test group filters and see how many available leads this group can call.

To open the group simulator:

  1. On the home page, click Leads and select Group Fetch Leads Simulator:
  2. The simulator page will load. From the User Group dropdown list, select a group which you would like to test. Set the number of leads to fetch using the Limit slider. It is recommended to set no more than 100 leads.
    Click Get Leads. The system will display leads on a new page:
  3. Click Edit Filter to edit group filters right on the simulator page. After you've made changes, click Get Leads again. If the fetched results satisfy you, click Apply filter to group:

The leads on the page belong to several sections:

  • Available Leads - the available leads are displayed by the queue. Agents can clock in within an hour and start calling these leads.
  • No Ratio Leads - the leads permanently assigned to an agent waiting for those leads to pick up the phone (leads with ratio 1:1).
  • Unavailable Leads - the leads not belonging to the calling queue due to the reason stated in the Reasons column, e.g., call hours mismatch or error lead. If the reason is empty, it may be because the country is blacklisted, the number of allowed calls is exceeded, or the leads don't fit the group filters.

NOTE

When agents clock in and receive calls, you can also enter the group fetch simulator from the Predictive Realtime page. Find a group in the table at the top of the page and click Simulator in the Actions column.

Priority Groups

Once you have created filters that define which leads the groups will call, there is also a need to assign the group of agents (skill group) to each group. This task includes creating priority groups and then assigning skill groups to the priority groups. 

CommPeak support team will assist you with creating priority groups and connecting skill groups to priority groups.

Skill Groups

Skill groups are collections of agents with specific competencies that allow them to receive similar calls. One agent can belong to multiple skill groups, e.g., based on language or professional experience.

IMPORTANT

Managers should belong to the same skill group as their agents to see their agents on the realtime page.

To modify a skill group:

  1. Go to the Users menu and select Skill Groups.
  2. The table on the new page will display all existing skill groups. There are the following columns:
    ID - unique skill group ID in the system
    Name - group name
    Description - additional information about the group
    Users - all users who belong to this skill group
    Actions - click Edit or Delete to modify or remove the group.
  3. Click Edit for the group you wish to modify.
  4. On the new page, edit the group name or description.
  5. To add users to the group, click the user name in the Available box. Similarly, click the user name in the Selected box to remove the user from the group.
    You can use the double arrow buttons to select all users in the Available or Selected boxes. Enter a user name in the Filter box to quickly find a specific user.
  6. Click Save.

Managers can add agents to a skill group when creating new users.

The next step is to connect the skill group to a priority group. Contact support or your account manager for more information.

User Tags

The purpose of the user tags is to allow desk managers to see information and statistics only about their relevant desks and agents. 

You can create as many tags as you need for all desks and other working attributes, e.g., English Desk, Night Shift, Weekend, or any other tag, and apply tags to users when creating or editing them. The reverse way is also possible, i.e., to assign users to tags.

To create a user tag:

  1. Go to the Users menu and select User Tags 
  2. The table on the new page will display a table with all existing tags. There are the following columns:
    ID - unique tag ID in the system.
    Name - tag name.
    Users - all users who have a specific tag.
    Actions - click Edit or Delete to modify or remove the tag.
  3. Click Create New User Tag in the top right corner of the table.
  4. On the new page, please enter a tag name, which is the tag itself.
  5.  Apply the newly created tag to existing users. To apply the tag, click the user name in the Available box.
    Similarly, click the user name in the Selected box to remove the tag from the user. You can use the double arrow buttons to select all users in the Available or Selected boxes.
  6. Click Create.

NOTE

  1. You can apply the tag to users later.
  2. If you apply a tag to agents, make sure that you also select relevant team leaders and campaign managers who need to access their agents' data.

To edit user tags:

  1. Go to the User Tags List page.
  2. Find the tag and click on the Edit icon in the Actions column.
  3. Modify the tag name and/or select or unselect users. 
  4. Click Save.

Roles

Roles consist of permissions the users have in the system. For example, you may enable the agents to make calls while the team leader will see all reports. 

The support team will create a set of roles for you with specific permissions. Please contact the support team or your account manager and let us know which roles for your users you want to create with specific permissions, access to needed tabs, and available actions. 

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