Ticketing, queues & SLA — found from sitemap — Unblu

Cited by

Facts read from this source

• Queue definition Report an error

  “The queue is an agent’s view of all conversations without an assigned agent. It only contains items that they themselves can join as the assigned agent.”

• Queue default sort Report an error

  “By default, the queue treats all conversations with the same priority. It lists conversation requests in chronological order, with the oldest request appearing at the top of the list.”

• Queue priority sorting Report an error

  “You can affect the sort order of the queue by assigning different types of conversation different priorities.”

• Queue filtering Report an error

  “Agents can filter their queue by language and named area.”

• Queue filter impacts availability Report an error

  “The filters that agents apply to their queue affect the items displayed in their queue and hence the conversation requests they can accept. This in turn has an impact on their availability, which is reflected in the availability shown to visitors to your website.”

• Conversation forwarding Report an error

  “Conversation forwarding lets agents forward conversations to another agent, team or named area.”

• Queue visibility options Report an error

  “If your agents only ever establish conversations by sending visitors a PIN, displaying the queue in the Agent Desk serves no purpose, so you can hide it completely.”

• Queue partial visibility Report an error

  “you can configure Unblu to hide chat queue items but show forwarded conversations and invitations.”

• Manual dispatch Report an error

  “Manual request dispatching refers to agents selecting items manually from their queue. Conversation requests remain unassigned until an agent answers them.”

• Concurrent session limit Report an error

  “The number of concurrent active sessions agents may have can be limited. Active sessions are ones the agent has open in an Agent Desk tab.”

• Automatic dispatch scope Report an error

  “You can activate automatic request dispatching for individual agents, teams, entire accounts, or globally.”

• Automatic dispatch behavior Report an error

  “Unblu reserves conversations for the agents automatically, and the agents choose to accept or decline reserved conversations. If they decline a reservation, the dispatch mechanism assumes they’re unavailable for conversation requests and reserves the request for another agent.”

• Automatic dispatch background tabs Report an error

  “You can also configure Unblu to open accepted conversations in a background tab rather than switching the agent’s focus to them.”

• Automatic dispatch type restriction Report an error

  “It isn’t possible to limit automatic request dispatching to certain types of conversation. You can’t specify that an agent should, say, be assigned chat requests automatically but should answer audio calls manually.”

• Reservation prerequisites Report an error

  “For the dispatch mechanism to reserve queue items for an agent, the following conditions must be met: Automatic request dispatching must be enabled for the agent. The agent must have the queue availability status Available. The agent must not already be participating in the maximum number of active conversations. There may be no pending reservation for the agent. There must be an unreserved queue item that meets the agent’s queue filter criteria.”

• Queue availability independent of online Report an error

  “This status is independent of their online status, which is indicated as a badge on their avatar.”

• Busy priority bands Report an error

  “You can define up to four priority bands. Each priority band has its own threshold for changing an agent’s availability status to Busy.”

• Busy band cascading Report an error

  “When an agent reaches the busy limit for a particular priority band, their availability status switches to Busy for that priority band and all lower priority bands. They remain available for conversation requests in higher priority bands.”

• Busy band disable Report an error

  “A priority band with a busy limit of 0 is disabled. Unblu skips disabled bands when it calculates an agent’s availability and when it dispatches conversation requests.”

• Queue availability account wide setting Report an error

  “To work around this, you can specify manually when your queues are available.”

• All agents busy behavior Report an error

  “You can configure Unblu to inform visitors that your agents are currently offline and prevent new conversation requests.”

• Acd delegation Report an error

  “If you’re interested in integrating Unblu into your existing automatic call distribution (ACD) system, read Delegating the queue to a third-party system.”

• Conversation priority source Report an error

  “A conversation’s priority is defined in the conversation template it’s based on.”

1 fact read from this page is not shown because it could not be confirmed on the page as captured.

Scores citing this record

• The Agent Advocate Ticketing, queues & SLA
• The Data Protection Officer Ticketing, queues & SLA
• The Shop Operator Ticketing, queues & SLA
• The Integrator Ticketing, queues & SLA
• The Integrator Integrations & API
• The Skeptic Ticketing, queues & SLA
• The Skeptic Channels in one queue
• The Support Lead Ticketing, queues & SLA
• The Support Lead Integrations & API