Configuring multi-interaction routing
- Helen Griffith
- Dawid Wietrzykowski (Unlicensed)
To use multi-interaction routing, both the multi-interaction routing and Vonage Contact Center (VCC) 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 VCC 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.
Capacity
VCC sizes interactions according to their type. An interaction's size determines the percentage of an agent's capacity each interaction uses. You can configure this percentage at an account level or, if enabled for your account, for individual agents.
For more information about capacity, see Vonage Contact Center omni-channel solution.
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 configuring the amount of agent capacity each interaction type uses, see Interaction capacities in Editing Configuration (Account Settings).
Configuring the capacity used by individual agents
If enabled, you can configure the size of different interaction types for individual users in User Admin. For information about configuring capacity used by different interaction types, see the How do I set interaction capacity for an agent user? section in Configuring individual users.
Optimum load
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. |
For general assistance, please contact Customer Support.
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