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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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Table of Contents
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.
4. Click on the Green Plus sign next to Load Combinations to add all the combination columns you will need to add to the profile.
5. Enter in all the combinations of interactions the agents can handle. In this profile an agent can handle 2 chats simultaneously or 2 telephony (voice) calls simultaneously or 1 chat and 1 telephony simultaneously.
6. Under the Agents column, select the agents that should be assigned to the new profile.
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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.
- Within the staffing page, drill down into an agent to see their current setup.
- Under Available Load Allowances, you will see all the Load Allowance profiles assigned to the agent.
- Under the Default Load Allowance you will see the current profile that is active for that agent.
- To change the Default Load Allowance, select the new profile from the drop down.
5. Save and light deploy the changes.