Set Up Omnichannel and Presence
For Help Desk in the Redwood Experience, to use automatic assignment, chat, or CTI you’ll need the agents to set themselves as available, and set themselves unavailable when they no longer want to take new requests.
Queues should be constructed on how work should be bucketed.
For example, Product or Category (Spending Accounts, Health Insurance, Retirement Accounts), Geographic (North America, EMEA, APAC), Tiers (Tier 1, Tier 2, Platinum Customers), Skills (Health-related Benefits, Union Grievances, Harassment or Discrimination Accusations).
Queue Management segments incoming requests, and assignment can be done in a few different ways, including:
- Manual queue (where agents can choose from requests within their queue or a manager assigns requests to the agents)
- Automated queues to automatically distribute the work to available agents
Some important terminology:
- Presence = Logged in
- Available = Ready to be sent work
Capacity refers to how many requests a single person can handle at one time.
If agents are getting overwhelmed, they can always set themselves as unavailable. But, individual agent capacities can also be set, as documented at:
Note that:
- Agent capacity can be defined per work type.
You can define the Statuses that are counted against capacity.