When using Aircalls’ Team Feature you can organize, filter and group together your agents so that your customers are adequately served based on their needs.
You can create teams and organize them based on language, role, skills etc., and assign them to the call distribution of your lines. Using the Team Feature also allows you to establish how calls will ring to the team and if you’d like to utilize a queueing option for your customers.
Let’s get started on creating a team. Aircall Administrators can create and edit teams from the Dashboard.
- Log in to your Dashboard
- Click on Team located on the left-hand navigation menu
- Select Create Team or User located in the green box in the upper left-hand corner
- Choose a name for your team
- Add as many teammates as you'd like
- Click on Create the team to finalize
Once you’ve created your team, you can easily add them to the Call distribution of any number and establish the ring rule and queue time.
Can I continue to use a cascading system?
Absolutely, simply include an agent or team within your call distribution. Agents and teams can be alternated and you can define the ringing order with a simple drag an drop to personalize.
How do I manage my queue length?
Adding a queue to your line is only available by adding a team. You can decide if you would like your customers to stay in the queue loop within each team for one min, three, five, fifteen, forty minutes...depending on your business needs. Please keep in mind that if you alternate between individual users and teams in the distribution, the queue time will only be applicable to the teams. Calls will ring to individual users for a standard time of thirty seconds.
What does it mean for you to not use the queuing option?
You can decide that you don't need a queue by selecting 'no queue' in the distribution. This means that after the call has rung for the standard 30 seconds to the team, it will then pass to the next team or user in the call distribution.
Is there a limit to the number of people I can create within a team?
There is no limit or a minimum number of users within a single team. Your team can be composed of one person or include your entire roster. This gives you the flexibility to define queue length and distribution for as many users as you like. However, if you are subscribed to the Essentials Plan, please note that you will not be able to create more than three teams.
What are the different types of distribution for a team?
Aircall offers the option for your calls to ring 'simultaneously' (or at the same time) on all available teammates. For example, if you choose simultaneous ringing, an incoming call will ring to all agents within the team for 30 seconds before going to the next position in the call distribution.
You can also choose for calls to ring as 'random distribution'. If you choose this option and your queue is 1 minute long, an incoming call will randomly ring to an available agent within the team for 30 seconds before moving on and pinging to the next available agent in the group until all members have been pinged or the call is answered.
Please note that it is currently not possible to establish the order of which team members are pinged when using this feature.
My team works in different shifts, what are the implications?
You can set the working hours of a team to determine when they will receive calls. You can also create different teams or split up your large team into smaller teams to make sure all service hours are covered.
Are there any specific configurations for IVRs?
If you’d like a team to be able to place calls from an IVR line, please make sure that a number is set to a normal number so that you can assign the team to the call distribution, then switch the number to an IVR number and establish your menu options.
For more tips on how the teams feature can help you limit call rollbacks during transfers and significantly reduce missed call rate, please check out our blog post.
Have more questions? Contact our Support Team, we are more than happy to help!