Configuring system channels

Company administrators can define how the channels used by the system to receive communications are blended to interoperate in a multi-channel Contact.

Channel blending brings all channels into a single ordered queue when a group (of multi-skilled agents) is associated with multiple channels. It allows agents to work on different types of items coming into the system, simultaneously, whilst prioritising specific types of communication, for example, calls should be answered before emails are dealt with.

To determine the next item to be processed across all items of different types, an algorithm is applied, which uses a priority value given to each channel type (the channel priority) and each queue (the queue weighting), along with a blending formula.

To configure system channels, click System > Channel Configuration on the menu bar.

From here you can:

Adjust the importance weightings of channel queues and compare between queues to view the effects of any changes before committing to them
Adjust the blending formula that is used to calculate a queued item’s relative priority
Adjust the values for the default agent capability and, for each channel type, the queue item (channel task) capability and the default queue weighting.

Parent topic: System management

Related concepts
Channel blending