Call Groups
Call groups and smart call routing.
Route inbound calls to the right team automatically. Define call groups by department, job type, or shift, with queue management, hold music, overflow to voicemail, and fair-distribution ringing across office agents.
Key features
Capabilities
Add any combination of office agents to a call group. They can belong to multiple groups (emergency + general).
Round robin, simultaneous ring, longest idle, skills-based, or priority ordering — configurable per group.
Callers hear hold music and periodic 'still holding' announcements while waiting for an available office agent.
If no office agent picks up within X seconds, escalate to voicemail, AI voice agent, an external number, or another group.
Configure how long each office agent's phone rings before moving to the next one in the rotation.
Supervisors see real-time queue depth, wait times, and active calls — and can reassign office agents on the fly.
Office agents set their status (available, busy, wrap-up, offline) and Joby routes only to available office agents.
Answer rate, abandon rate, service level (calls answered within X seconds), and average wait time per group.
Tag office agents with skills (Spanish, commercial, residential) and route calls to those with matching skills.
How teams use it
Dispatchers
Watch queues fill and drain in real time. Reassign office agents between groups when volume shifts without touching the phone system.
Office Agents
Set your status with one click. Busy with a customer? Wrap-up for 30 seconds? Offline for lunch? Joby routes around you automatically.
Owners
Call group reports show exactly where the bottlenecks are — too few office agents in the emergency group, too many on a slow day, or high abandon rates during peak hours.
Frequently asked questions
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