You, the person reading this, most likely already know what a business phone system is â so Iâll spare myself the âtroubleâ of explaining it.
And since weâve established that youâre familiar with business phone systems, Iâll go out on a limb and assume you also know what an answer group is.
So, instead of explaining what it is, Iâll focus on telling you more about how it works and why weâre the best in the game.
A classic brag post, plain and simple. Buckle up.
Swedenâs. The worldâs. The universeâs best answer groups.
Weâve set out on a mission â to become best in class when it comes to answer groups, and weâre well on our way.
An answer group is rarely alone. Like every dynamic duo, it needs a superhero and a sidekick â think Batman and Robin.
In this case, itâs the Answer Group and the IVR tree. The IVR tree makes sure your calls end up in the right place â but thatâs when the magic happens.
Answer groups in lynes
An answer group in lynes can be as simple or advanced as you want it to be. The choice is yours â because we donât want to push unnecessary features on you.
Settings directly in your mobile (and computer)
Our answer groups are designed to fit all types of businesses. Whether you have one or a hundred groups, you can customize every setting â right from your mobile or desktop.
Want to adjust opening hours, welcome messages, or ring strategy? Easy. Want to create a new answer group? No problem â just open the app, and youâre up and running in seconds.
With agent groups, you can create layers that determine how calls should be routed. A group can contain one or several agents, and if no one answers, the call can be passed to the next agent group as a fallback â minimizing the risk of missed calls.
With text-to-speech (TTS) in lynes, you donât even need to record your own audio. Just type your message, pick a voice, and generate a new queue greeting or announcement instantly with the help of AI.
Detail view & dashboard
In the detail view, youâll get full control of an answer group. Itâs packed with useful data that helps you streamline your telephony.
Our flowchart-style dashboard gives you a detailed overview of whatâs happening in the group â including bounced, missed, and handled calls. You can also see which agents are available or busy in real time.
Follow up on missed calls so no important customer contact slips through. You can mark calls as followed up and add comments.
Activate visual alerts when wait times exceed a threshold. If you manage several groups, itâs handy to get a flashing red warning around the group when wait time exceeds the limit â signaling to agents that itâs time to pick up.
To help you stay on top of your KPIs, weâve made it possible to enable over 30 different metrics. Weâve preselected the most common ones as a standard setup, and from there, you can tailor the view however you like.
Our graph view visualizes all call types to help you spot trends â when calls peak, when queues fill up, or when you might need to adjust staffing. Hover over a call in the graph for even more detailed insights.
In agent groups, you can instantly see whoâs logged in, available, or what activity status they have.
Overview (for one or several answer groups)
The overview gives you a snapshot of one or multiple answer groups at once. Just like the detail view, itâs filled with metrics that can be customized.
Our dashboard presents a clear overview of your selected KPIs â and while weâve preloaded the most common ones, you can easily tweak them to fit your workflow.
The overview also includes a graph showing all calls of the day, helping you identify when most calls are missed. Hovering over a call reveals more detailed information.
Below the graph, youâll see your selected groups with detailed data â including ongoing and waiting calls and which agents are ready or currently busy.
Supervisor mode
A supervisor in an answer group has access to more settings and deeper data than a regular agent.
In the detail view, supervisors can see call answer rates, total handling time per agent, and more.
Supervisors can log agents in or out from one or several groups as needed, and also manage settings such as:
- Agent groups
- Ring strategy
- Alerts for no available agents
- Post-call processing time
Donât worry â weâre here to help
By now, youâve probably realized thereâs a lot under the hood. But donât worry â our experienced project managers help every customer with onboarding and setting up a call structure that fits their organization perfectly.
And of course, our Help Center is always available along the way.
And itâs only getting better
These are our answer groups today⊠but weâre far from done.
Weâre constantly improving and expanding our answer group functionality to make sure our users always have access to the best and latest technology.
Want to learn more about our answer groups and how lynes can help your business?
Donât hesitate to contact us.
Vill du att jag Ă€ven gör texten mer SEO-optimerad (t.ex. med tydligare rubrikstruktur och âanswer groupâ-relaterade sökord integrerade pĂ„ rĂ€tt sĂ€tt)? Det skulle ge den bĂ€ttre synlighet pĂ„ engelska landningssidor.
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