Our Knowledge Base design is changing, we're planning an update to the look and feel of the sites!
More info
Skip to content Skip to footer

Changing the blending formula of channels

Company administrators can change the overall priority multiplier used in the blending formula and then adjust the priority for individual channels as required.

Change the channel blending formula:

  1. Click System > Channel Configuration on the menu bar.
  2. Click the Blending tab. The blending formula that is used to calculate a queued item’s relative priority is displayed.
  3. To change the constant multiplier that is used in the blending formula, specify a value in the box.
    • Note: Only the constant multiplier value can be changed in the actual blending formula. The channel priority can only be configured for individual channel types. The queue weighting is configured on the Weighting tab.
  4. To change the priority of a channel, 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.
    • For calls, webchats and emails, the default setting is 1. For work items, the default setting is 0, as this will allow work items to always be less important than other channel items, regardless of the time that an item has spent in the queue.
    • You can change the channel priority for all channel types.
    • The 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 a task 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).
  5. To save a change to the blending formula, click Save Changes.
  6. To restore the settings to their default values, click Restore Default Values.

Definitions

  • Blending Formula: This determines the queue priority for each channel item. A queued item’s relative priority is calculated as follows:
    • Minutes in the queue + (channel priority * constant multiplier) + (queue weighting)
    • Note: The channel priority can only be configured for individual channel types. The queue weighting is configured on the Weighting tab.
  • Call: The channel priority value of calls.
  • Chat: The channel priority value of webchats.
  • Email: The channel priority value of emails.
    • Text displayed below the non-voice channel types indicates the time for which a channel item would be queued before it would be more important than a voice call. If you increase or decrease the channel priority value for an individual channel type, the text is automatically updated, so you can see at-a-glance the effect it will have. When the upper or lower time bounds become large or small, an appropriate unit for the values is used (seconds or days).