Changing the blending formula of channels

When multiskilled agents are handling channel items, the Contact Centre uses “channel blending” to define the priority of different channels based on wait time. Default settings are applied as standard. However, if required, company administrators can adjust the importance of each channel, which determines the channel blending formula that is used.

The priority of each channel is based on the waiting time of items in queues. The maximum current wait time is configured at 12 hours.

The information below each slider indicates the point at which an item in that channel will become more important than another item in a different channel.

Company administrators must have the System Configuration: Modify privilege to change the priority of item channels.

Change the channel blending formula: #

1. Click System > Channel Configuration on the menu bar.
2. Click the Blending tab
3. For the appropriate channel type adjust the setting as required either by moving the slider on the scale or by selecting a value for Channel Priority
   • It can be set to a value between 0 and 100, with 100 being the highest priority
   • The higher the priority of a channel, the more “valuable” it is deemed to be. So, for example, you might want to rate calls as the most valuable (highest priority value), followed by webchats (a lower priority value than calls), and then emails (lower priority values than webchats)
   • For calls, webchats, WhatsApp messages and emails, the default setting is 1
   • You can change the channel priority for all channel types
   • The blending formula is auto-generated based on the movement of the sliders
   • Below the non-voice channel types is text indicating the effect of increasing or decreasing a channel priority value. By default, the text shows the amount of time before an item on each channel would take precedence over a voice call. If required, you can select an alternative channel type to compare against from the dropdown list. The text is automatically adjusted based on the value selected for the channel priority. When the upper or lower time bounds become large or small, an appropriate unit for the values is used (seconds or days)
4. To save a change to the blending formula, click Save Changes.
5. To restore the settings to their default values, click Restore Default Values

Definitions #

• Call: The channel priority value of calls.
• Webchat: The channel priority value of webchats.
• Email: The channel priority value of emails.
• SMS: The channel priority value of SMS messages.