General
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Here we will explain some parameters that we can find in all omnichannel configurations. |
Thresholds
These metrics to campaign statistics in real time, they are measured in time (seconds) .
Service Level
The time limit for response expected chats by an agent.Dropout rate
It is the time of chats to consider that they were abandoned by customers during the day time.Time chat
Time to consider the agent-customer chat reached the limit.ACD
Maximum number of customers who are waiting to be answered by an agent chat.
Maximum Interactions per Agent
Limits the amount of active interactions the agent can get. The rest of the interactions wait in queue.
Enable
The system can have a non working SMS campaign, without the need of deleting it entirely and lose information. If checked, the campaign can be used.
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Members
In all campaign settings, we will see a tab called Members in the upper left section of the screen.
Clicking on it will open the Members screen where you can add or remove members to a campaign
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View the agents assigned to the selected campaign and also remove them from the campaign. PenaltyBy clicking on the gear icon to the right of the Agent's photo we enter the Penalty modal. The less penalty an agent has, the more calls they will enter.
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Between the Members and Agents column we will see three buttons:
Search modeThis modal allows us to search for an agent and shows us the voice campaigns to which it belongs. We simply type the agent's name and press Search. The table will show all the results that match the name entered. |
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Campaign Hours
For channel campaigns groups are created, each group has days and times
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