To use multi-interaction routing, both the multi-interaction routing and Vonage Contact Center 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 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.
You can optionally configure additional settings for multi-interaction routing as described.
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.
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:
| Field | Description |
|---|---|
| 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. If you try to set live interaction capacity to a value lower than 51, they get an error message and are not able to save their settings. |
| 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. |
Example
| Field | Value |
|---|---|
| Live (e.g. Phone) [51-100] | 51 |
| Non-Live (e.g. Case) [1-100] | 20 |
| Semi-Live (e.g. Chat) [1-100] | 33 |
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)
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.
If the Optimum Load Settings section appears, update values in the following fields as required:
| Field | Description |
|---|---|
| Optimum Load (max 100) | The ideal capacity that an agent's assigned interactions should consume. Vonage Contact Center preferentially routes interactions to agents whose assigned interactions consume closest to but less than their optimum load. Default value is 65. |
| Optimum Load Max Idle Time | Maximum time that agents able to handle interactions can be idle. An idle agent is one that is available but not working on any interactions. If any potential agents have been idle for longer than the configured time, Vonage Contact Center temporarily disables optimum load and routes the interactions accordingly. Default value is 30 minutes. |