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User Groups, Skill Groups, Tags, and Roles

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 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 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

The main section at the top of the page contains the following basic parameters.

ParameterDescription
NameGroup name.
DescriptionGroup description provides additional information about the group.
Caller ID NameName the lead will see when being dialed.
Caller ID NumberNumber the lead will see when being dialed.
FreeSwitch IP (leave blank to use tenant FS) Use Tenant Default.

Predictive Settings

Predictive settings relate to predictive dialing.

ParameterDescription
Predictive Type It is recommended that you select the Dynamic ratio which uses the Dialer engine and takes into account the quality of leads, number of agents, idle time, and other factors. The Fixed ratio is the number of calls made simultaneously per agent. 
Sorting Method It is highly recommended that you use the Highest Weight option. The other option is FIFO (First in First out). 
Upload a prebridge greeting playback file You can upload an audio file to play to leads before an agent receives a call.
Show feedback page after permanent assignment failed callThe 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 leadsThis setting will allow an agent to preview the lead information before calling a permanently assigned lead.
Allow start dialing in the background while in feedbackSelect this option to allow the system to call the leads while the agent is still in feedback.
Background dialing ratio Decide with which ratio the system should call while the agent is on the feedback page and the system keeps calling.
Time to start dialing before predicted feedback end Time in seconds before the feedback ends.
AMD Type Choose OFF/AMD/BEEP from the drop-down list according to the clients' preferences and the countries they call.
AMD/BEEP Max Duration Please refer to the documentation on the Answering Machine Detection module

Predictive Outbound IVR 

You can select the check box in this section to increase the time the lead will stay in the call while there is no available agent to take it. Click Choose File and upload an IVR greeting that lasts several seconds. 

Filter Groups

The filter groups are the most important part of user groups that indicate which lead each group of agents will call. We recommend that you create at least one but no more than four filters.

Filter Group Templates 

In this section, you can apply a template created by the support team.

Understanding Filters

Usually, there are several filters that combine leads into categories. The bigger box on the left shows the filter name that clearly states the purpose of the filter. 


There is a group of controls on the right for 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.

In the example above, the Dialer will process the Main filter first. It will call 6 leads from the Main group, then 4 leads from the Leads 15 Days group, then 2 leads 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 rules are displayed. You can combine several rules using the AND/OR logic. Below we explain the main filtering options.

  • Campaign. This option uses filters and rules already set in campaigns.  When creating a rule, you can assign multiple campaigns to it using one of the option. If you select not one of the, this will indicate which campaigns the group should not call.
  • Country. You can select countries right in the rule from a dropdown list or use a predefined list of countries, e.g. blacklisted countries.
  • Lead creation date. Use the Purchase Date option to filter leads by their creation time.
  • Affiliate/Support site/Purchase site/lead file options. Use these options to filter leads based on where they come from, e.g. Support Site or Purchase Site fields. You can enter multiple values for sites separating them by a comma. When you use this option, make sure that the value is the same as in the CRM.

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

Priority Groups

Once you have created filters that define which leads the groups can call, you need also to assign the agents themselves 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.

To view or edit a priority group:

  1. Go to the User Groups page.
  2. Find a group in the table and click Priority Groups in the Actions column:
  3. On the page that appears, click Expand All. You can see skill groups assigned to each priority group which means that the agents belonging to the group will be able to call the leads filtered in the group.
    The priority groups and the skill groups are listed in the order of priority. It means that the system will send calls to agents from the groups located higher in the list and if all of them are busy, to the next groups one by one.
    You can rearrange the priority order by dragging and dropping the items on the list.
  4. Click Add Skill Group to add a skill group to the priority group.
  5. Click Edit to edit a specific priority group. You can modify its name or description, enable or disable the group by selecting or clearing the Active check box.
    Used for Direct Dial? - select this option to allow this group to call hot leads.
    Leads Filtering Settings - these are additional settings to give priority to a specific group.

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.

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. In the same way, click the user name in the Selected box to remove the user from the group.
    You can use the double arrow buttons to apply the selection to 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.
NOTE
Managers should belong to the same skill groups as their agents. Otherwise, the managers won't see their agents on the realtime page.

The next step is to connect the skill group to a priority group.

User Tags

The purpose of 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 which 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, 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.
    In the same way, click the user name in the Selected box to remove the tag from the user. You can use the double arrow buttons to apply the selection to all users in the Available or Selected boxes.
    NOTE
    1. You can apply the tag to users later.
    2. If you apply it to agents, make sure that you also select relevant team leaders and campaign managers to provide them access to their agent data.
  6. Click Create.

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. You can modify them to add or remove specific permissions. 

You can manage roles on the Roles page. To load the page, go to Users, and select Roles.

There are the following columns on the Roles page:

  • ID - unique role ID in the system
  • Level - a number, usually 1, 10, 100, or 1000. It functions similarly to weight and helps the system understand which roles have more permissions. If an agent has multiple roles, it will take into account permissions with the lowest weight only. 
  • Name - role name which in short displays its purpose
  • Actions:
    • click Edit to modify a role
    • click Clone to create a new role based on the existing one. After you click Clone, its clone will appear on the Roles page below the original one. Then you can click Edit to modify its name and other settings.

To modify a role:

  1. Click Edit in the Actions column.
  2. Make changes to Name and Level.
  3. Proceed to the Resouces section which contains a hierarchy tree of user actions. Select or unselect the checkboxes next to action labels. For example, if you wish to allow agent conference calls, select the Agent Conference Call action:
  4. In the Users section, select users to whom you wish to assign the role by clicking user names in the Available box:
  5. In the View Columns section, select which leads' details will be available to the user who has this role.
  6. In the Lead Search Columns Configuration section, select which fields in the lead search the user will see. You can drag and drop the objects between the Hidden and To Show windows:
  7. Click Save.

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