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Load Allowance is an interaction profile assigned to agents, that defines how many interactions (chat, email, telephone call) an agent can handle at one time. As an example, a Load Allowance profile can be assigned to an agent that allows them to handle one Queued Call and one Chat at the same time. These interactions come from the various Business Processes they are assigned. Define the different Load Allowance profiles needed and to which agents they should be assigned.
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Example
Profile: when a profile is assigned to an agent, it spans across all Business Processes they are part of. If an agent has a load allowance to handle only one call at a time, it will present them with a call from a Business Process and will not present them with a call from another or the same business process until they have wrapped up their call.
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In this Advanced Load Allowance profile, there are a total of seven different Load Combinations that an agent can handle. They will not be able to handle all load combinations at the same time. For example, if an agent is currently handling a Chat, they will be able to handle any of the load combinations that have a chat associated with it.
Adding a New Load Allowance Profile
- Click on the Add New icon to add a new Load Allowance profile
- Enter in a name for the new profile. For this example I have named it Customer Service because I will assign this profile to all of my customer service agents.
- Click on the Green Plus sign next to Interaction Types to add all the interaction types you wish to add to this profile.
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6. Under the Agents column, select the agents that should be assigned to the new profile.
Setting the Default Load Allowance for an Agent
Agents can have more than one Load Allowance profile assigned to them at a time. However, the Default Load Allowance assigned within the agents profile is the active profile used when an agent is signed in and handling interactions.
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