Omnichannel for Customer Service: Agent Chat Status and Capacity
Omnichannel for Customer Service uses an enterprise-grade routing and work distribution engine that allows users to configure agent presence, availability, and routing rules, thus ensuring agents are working on the most relevant engagements.
It is based on:
Workstream, a collection of routing and work distribution settings.
Routing settings which define how conversations should be routed to queues.
Work distribution settings which define how conversations should be allocated to agents within a queue.
Let’s look at how a chat is allocated to an agent:
- Open the Omnichannel Administration App.
- Click on Users and you will see a list of all Omnichannel users (If no users appear here, you need to assign Omnichannel security roles to users)
3. Go to Omnichannel user Work Distribution and set the chat capacity for each user.
4. You can create multiple workstreams in Omnichannel. You need the minimum capacity available to an agent to assign a chat.
5. Based on status and capacity available, a new chat is assigned to an agent.
6. When an agent logs in, the status is set to Available.
7. Once a chat is assigned to an agent, the status changes to Busy. That means the agent is partially available for a new chat.
8. Once an agent’s capacity is completely utilized, their Status changes to Do Not Disturb.
When your capacity is completely utilized, presence is set to Do not disturb.
When your capacity is partially utilized, presence is set to Busy.
When your capacity is not being utilized, presence is set to Available.
Click here to check various Chat States from Open to Closed and how to close a chat the right way.
Suggestion: You need to set User and Workstream capacity the same if you want only one chat assigned to an agent at a time.
