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  • 1.  Agent Utilization issues

    Posted 03-13-2024 17:35

    Hi All, 

    We are currently having problem on our Agent Utilization configuration. 

    We found out when we set 3 Messages and 1 Chat. It is routing 3 Live chats. 

    When we set 0 on Message and 1 on Chat. Our Agent didn't the chat message and it stayed in the queue. Testing this configuration, looks like message is combination of Live chat and SMS/WhatsApp?



    #Routing(ACD/IVR)

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    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------


  • 2.  RE: Agent Utilization issues

    Top 25 Contributor
    Posted 03-13-2024 18:40

    Hey Rechelle, 

    Are you using web message, or the older traditional chat ? 

    Message = Web message, sms, social etc 

    Chat = Chat (V 1, 1,1 and 2)

    From what you're saying I feel like you are using web message and therefore Message is the correct utilisation config.



    ------------------------------
    Lawrence Drayton
    Prvidr Pty Ltd
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    Original Message


  • 3.  RE: Agent Utilization issues

    Posted 03-14-2024 12:29


    Hi Lawrence,

    When we found out that the Web Chat was being deprecated, we followed the instructions to create our flows in the Inbound Message. So we are using Web Chat (Web messenger), SMS and WhatsApp in the same Flow. 

    So looks like, we won't be able to utilize chat vs message. 

    Any recommendations?

    Thanks



    ------------------------------
    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------

    Original Message


  • 4.  RE: Agent Utilization issues

    Posted 03-14-2024 17:57

    With the Web Chat configuration being deprecated, does this mean we can still build our Web Chat in Inbound Chat flow just to configure it in the Messenger Configuration?



    ------------------------------
    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------

    Original Message


  • 5.  RE: Agent Utilization issues

    Top 25 Contributor
    Posted 03-14-2024 18:20

    If you are moving to web message then you would need to build the flow in inbound message and then configure which flow you want each web message deployment to use.

    I'm not sure what you mean by "So looks like, we won't be able to utilize chat vs message. " can you expand a little and I can help :)



    ------------------------------
    Lawrence Drayton
    Prvidr Pty Ltd
    ------------------------------

    Original Message


  • 6.  RE: Agent Utilization issues

    Posted 03-15-2024 13:28

    I think there is a misunderstanding on the deprecation of Web - Chat only. 

    Our customer wants to be able to utilize how many chat and how many SMS each Agent should receive under the Agent Utilization configuration. That note above made us think that we should not build our flow in the Inbound Chat (Architect flow) so we built our flows for SMS and Web Chat under Inbound Message (Architect flow) and assign the Inbound Flow to the Messenger Configuration. 

    So the goal is to Utilize types of Interactions. 



    ------------------------------
    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------

    Original Message


  • 7.  RE: Agent Utilization issues

    Posted 03-25-2024 10:00

    Lawrence, 

    With the webchat only deprecation, does it mean we can still build out flows in the Inbound Chat and only configure it using the Messenger configuration?



    ------------------------------
    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------

    Original Message


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