Ticketing, queues & SLA — found from sitemap — Unblu

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Facts read from this source

• Queue mechanism Report an error

  “The queue is Unblu’s principle mechanism for assigning incoming conversation requests to the right part of your organization. Automatic request dispatching can improve the handling of conversation requests.”

• Queue visibility config Report an error

  “If your agents don’t have any inbound conversation requests, you can hide the queue by setting the configuration property com.unblu.desk.ui.showQueue to false.”

• Queue filter by language and area Report an error

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

• Conversation forwarding Report an error

  “Conversation forwarding allows agents to forward a conversation to another agent, team or named area.”

• Queue preview Report an error

  “The preview function can be disabled with the configuration property com.unblu.queue.ui.chatQueuePreviewEnabled.”

• Queue priority by presence Report an error

  “You can also assign a conversation a different order number depending on the presence of its visitor.”

• Queue notification sounds Report an error

  “When a new conversation enters an agent’s queue, the Agent Desk plays a notification sound. You can set different sounds for branch and non-branch queue items”

• Manual dispatching Report an error

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

• Automatic dispatching Report an error

  “To activate automatic request dispatching, set com.unblu.queue.ui.autodispatching.autoRequestDispatchingEnabled to true.”

• Autodispatching reservation Report an error

  “com.unblu.session.inboundConversationReservationTimeout specifies in milliseconds how much time agents have to accept a request. This setting is only available in the ACCOUNT scope.”

• Busy limits 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.”

• Queue availability override Report an error

  “To do so, set com.unblu.agentavailability.availabilityOverride to ALWAYS_AVAILABLE or ALWAYS_UNAVAILABLE This adds a toggle to the account overview page of the Account Configuration interface which allows you to turn the queue on or off.”

• Busy as available behavior Report an error

  “To prevent visitors from sending normal conversation requests when all your agents are busy, set com.unblu.agentavailability.treatBusyAsAvailable to false.”

• Latency requirements Report an error

  “If latency is greater than 500ms, Unblu features such as co-browsing become so slow that the user experience suffers significantly. With latency greater than 2000ms, the features are all but unusable.”

• Acd third party queue 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.”

• Web API queue availability Report an error

  “You can also use the Unblu web API to change the configuration property.”

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 Skeptic Ticketing, queues & SLA
• The Support Lead Ticketing, queues & SLA