Oh, I see. Thank you so much.
Original Message:
Sent: 03-28-2024 09:47
From: Panagiota Evans
Subject: Help on Utilization
>Can I still label it a chat even if we build the flow in the Inbound Message Flow and not in the Inbound Chat?
Yes. Labels are not media-specific, so you could create a label "Green" and then via their respective flows have a "Green" message, a "Green" voice call, a "Green" email, etc.
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Panagiota Evans
Genesys - Employees
Original Message:
Sent: 03-28-2024 09:43
From: Rechelle McConnell
Subject: Help on Utilization
Thank you, Panagiota. Can I still label it a chat even if we build the flow in the Inbound Message Flow and not in the Inbound Chat?
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Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
Original Message:
Sent: 03-27-2024 21:57
From: Panagiota Evans
Subject: Help on Utilization
Hi Rechelle,
For #2 and #3, you could use the new Utilization Labels feature. Create a label "live_chat" with capacity 2 and set it on all incoming live chats. That will limit agents to no more than 2 live chats at a time. If you also created a label "sms" with capacity 3, and then if you set message channel capacity to 4, the agents could have up to 4 messages at a time:
- Up to 2 "live_chat" and up to 2 "sms"
- 1 "live_chat" and up to 3 "sms"
You can change the numbers to fit your use case and also set up interrupt settings if desired.
Penny
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Panagiota Evans
Genesys - Employees
Original Message:
Sent: 03-26-2024 09:46
From: Rechelle McConnell
Subject: Help on Utilization
Hi All,
Our customer would like to achieve the below items... As of now, we built both sms and web-chat in the Inbound Message Flow. Any suggestions to achieve this?
Thank you
- Making sure we answer live messaging in real time without getting backed up behind SMS.
- Trying to prevent Agents from receiving more than 2 live chats at once so that they can give a great experience. Since Genesys groups chat within the messaging category, we are now limited to setting their utilization at 2. We have had Agents receiving 3 live messages at once, which is not a good experience for the users.
- Allowing Agents to have a blend of live messages and SMS so that we still have a reasonable response time for SMS. They work on SMS during live chats since users can be slow in typing their messages. This blend also allows Agents to receive multiple SMS when there are no live messages needing answered.
- Once we integrate emails, the threshold settings and priorities will be even more complex. This is where considering multiple queues may help. Or only have certain agents in each queue.
#DigitalChannels
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Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
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