So Utilization is way to make sure calls come in along with calls in the number and type you specify. If you want them to "switch", you will need to split up your channels by queue and then let your agents activate/deactivate queues.
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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 03-10-2023 14:51
From: Elsa Prado
Subject: 3 chats at once and it is needed to take calls
Hello all,
We have a question about the following scenario: If we have an agent handling 3 chats at the same time, but we have calls queued, how can we manage this scenario so that when the agent finishes their chats, they can switch over and receive calls? Is there a way to set this automatically?
#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
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Elsa Prado
Aerovias de Mexico S.A. de C.V.
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