To use multi-interaction routing, both the multi-interaction routing and Vonage Contact Center (VCC) omni-channel features must be enabled for your account. Contact your account manager if you want to enable these features for your account. You can then configure omni-channel for Vonage Contact Center VCC by integrating with Salesforce Omni-Channel presence or Salesforce external routing. For information about integrating with these features, see Configuring Salesforce external routing for Vonage Contact Center or Integrating with Salesforce Omni-Channel presence.
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When you have enabled and configured the features, agents can work with multiple interactions—of different interaction types—at the same time. For information about using multi-interaction routing, see Using multi-interaction routing.
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VCC sizes interactions according to their type. An interaction's size determines the percentage of an agent's capacity each interaction uses. You can configure capacity at an account level or, if enabled for your account, for individual agents.
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Using the values above, an agent can work on the following combinations of interactions at the same time:
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For more information about capacity, see Vonage Contact Center omni-channel solution.
Configuring the capacity used by different interaction types
If enabled, you can configure the size of different interaction types in System Settings in the VCC Admin Portal. For information about editing system settings, see Editing Configuration (Account Settings). For information about capacity, see Vonage Contact Center omni-channel solution.
If the Interaction Capacity Settings section appears, update values in the following fields as required:
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| Live (e.g. Phone) [51-100] | The capacity of a live interaction, such as a phone call. Default value is 100. The minimum capacity of live interactions is 51. This minimum ensures that an agent can never work on more than one live interaction at the same time. The agent can, however, work on semi- or non-live interactions while working on a live interaction. The number and type of other interactions depends on the other interaction types' capacity settings.
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| Non-live (e.g. Case) [1-100] | The capacity of a non-live interaction, such as an email. Default value is 25. | ||
| Semi-live (e.g. Chat) [1-100] | The capacity of a semi-live interaction, such as a web chat. Default value is 33. |
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Using the values above, an agent can work on the following combinations of interactions at the same time:
- One live and two non-live (51% + 40% = 91% capacity)
- One live and one semi-live (51% + 33% = 81% capacity)
- One semi-live and three non-live (33% + 60% = 93% capacity)
- Two semi-live and one non-live (66% + 20% = 86% capacity)
- Five non-live (100% capacity)
- Three semi-live (99% capacity)
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Configuring the capacity used by individual agents
If enabled, you can configure the size of different interaction types for individual users in User Admin. For information about configuring capacity used by different interaction types, see the How do I set interaction capacity for an agent user? section in Configuring individual users.
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Configuring optimum load settings for multi-interaction routing
If optimum load is enabled for your account, you can configure the settings for the feature in System Settings in the VCC Admin Portal. For information about editing system settings, see Editing Configuration (Account Settings). For information about optimum load, see Vonage Contact Center omni-channel solution.
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