> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/cloud-telefonanlage/en/account-management/channels/wofuer-soll-ich-mich-entscheiden-channels-oder-gruppen.md). # What should I choose: Channels or groups? {% hint style="info" %} This function of *Groups* is **only available to customers on sipgate classic** is available. On sipgate neo, shared Channels are available for this purpose. {% endhint %} sipgate currently offers the option to set up Channels and groups for routing with multiple users and time profiles. Groups cover all routing requirements. With Channels, the enhanced integration of the [sipgate app](https://www.sipgate.de/app?utm_campaign=Google_DE_sipgate_Performance_Search_Produkt-App\&utm_source=google\&utm_medium=paid\&gad_source=1\&gbraid=0AAAAAD_dO_SwPYadKCH3cSkjU90qgpodR\&gclid=CjwKCAjwk8e1BhALEiwAc8MHiHzxKj2dQudpI5ZZ9oj3uLlrlCtu6MNBJLOM36aw61os0nr3QGUhHBoCkikQAvD_BwE), centralized communication, and optimized customer service are added, including a new dashboard and detailed call statistics. Learn more in this article about the advantages of both options to find the best solution for your specific telephony needs. #### **Routing Channels vs. Groups** {% hint style="info" %} The following tables show the current range of features of both features. sipgate Channels are continuously being developed. In the future, you will also be able to implement complex telephony scenarios with Channels. {% endhint %} | Routing | Channels | Groups | | -------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------- | | Number of users | Per Channel: any number of users | Per group: max. 20 users | | Number of devices | Per user: 1 device in addition to the sipgate app (no mobile devices) | Per user: any number of devices (including mobile devices) | | Phone number (extension, phone number in porting) | All phone numbers (landline, mobile and international phone numbers) | All phone numbers (landline, mobile and international phone numbers) | | Only phone numbers that have already been ported can be set up | Phone numbers currently being ported can already be set up | | | sipgate app integration | Separate Channels overview in the app with an integrated inbox per Channel as well as visibility of the availability of all users in the Channel | The call list is visible in the app, but cannot be separated from other calls because there is no separate user area | | Distribution logics | Parallel ring, longest idle time and fixed ringing order | Only parallel ring | | Record call | Call recordings are not possible in the sipgate app via \*6 | Calls started via the webphone can be recorded with \*6 | #### **Statistics Channels vs. Groups** | Statistics | Channels | Groups | | --------------------- | -------------------------------------------------------------------------------------------------- | --------------------------------------------------------------- | | Live statistics | Live display of current call volume and utilization in the Channels | Live display for the queue | | KPIs | Daily service level target values can be set individually and are visible in the dashboard | Summarized and viewable for the last 30 days or previous months | | Individual statistics | Individual user statistics can be activated in compliance with data protection regulations | No individual user statistics available | | Sharing statistics | Admins can share the statistics dashboard with any user (team leads) without granting admin rights | No sharing possible | #### **sipgate app Channels vs. Groups** | sipgate app | Channels | Groups | | -------------- | ---------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------- | | Log in and out | Individual log in and out with one click in the app | No individual log in and out in the app | | Division | Separate area for Channels with phone number overview, log in and out area, and Channels inbox | No separate group area: incoming group calls are visible in the call list, but there is no separate group inbox | | Status display | User status is visible to all Channels members | No overview of the status of the other members | --- # Agent Instructions This documentation is published with GitBook. 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