How you take calls: browser or mobile
Two answering modes and how each one counts minutes.
You set the mode in the Callback tab, in the “How you take calls” section. The change saves right away.
Browser / app, then phone (recommended)
The dashboard in the browser and the app ring first. If no one answers within 20 seconds, the agents' mobile phones ring. A minute in the browser or app uses half a minute from your pool - it's cheaper.
Phone only
The agents' mobile phones ring right away, without the browser. Each minute uses a full minute from your pool - your minutes cover half as much talk time as in the browser.
More about counting minutes in How minutes are counted.
Mobile phones ring only for agents who have a number entered and “phone” turned on in the Agents tab.
Something missing?This documentation describes what the dashboard does today. If something doesn't match or you couldn't find it, ask in the help chat in your dashboard or send a request. Help & support →