Configure Agent Channel Interrupt Settings
Supervisors only
For an agent who is assigned to handle traffic from multiple channels, you can control the channels that are allowed to interrupt other channels when the agent is busy. For example you may want to allow some or all of your agents to be interrupted by web chats when they are servicing emails.
You can configure an agent to inherit interrupt rules from an agent group that they are a member of, or they can be configured individually for the agent.
Note: any changes you make here will be seen in versions of DTA that support multi-channel agents.
Procedure
- In the Toolbar at the left of the DTA main application window, click the
button to display the Settings Window. - In the Settings window, select User Management.
- Select Manage Agents.
- Select the target agent. (The options list displays all agents who are under your supervision.)
Note: you can only edit agents in the agent groups that are assigned to you by your administrator.
- In the 'Channel Management' section, select either 'Inherit Agent Group Settings' or 'Override for this user'.
- (If inheriting channel interrupt settings from an agent group) Select the agent group whose channel interrupt settings you want to apply to this agent.
- (If overriding channel interrupt settings for this agent)
In the Maximum Sessions field, specify the number of web chats that the agent is allowed to handle at a time.
Use the Select Channel options lists to select a channel that should interrupt another channel and then click Add.
Add further interrupts as necessary. Each interrupt setting is listed in the section.
- Scroll to the bottom of the form and click Save.
- Close the Settings window by clicking its
button, or by clicking anywhere outside the window within the main application window.