This topic describes the settings for new session routing and agent session limits. These settings include session routing, claiming, assignment, and options for exceeding agent session limits.
Feature entry point
Log on to the Cloud Contact Center console. In the navigation pane on the left, choose Instance Management-V2. Click the endpoint of an instance to go to the instance console.
In the upper-right corner of the page, click the menu button and choose Web Business to go to the Web Business console. In the navigation pane on the left, choose Settings > Transfer.
New session routing
New session routing determines how agents receive new session requests. The options include the following:
Claim: Agents can view pending sessions in a public queue and choose which ones to handle. This allows agents to claim sessions based on their current workload and availability.
Assign: The system automatically assigns new customer sessions to online agents based on a predefined routing policy. The policy can be configured with rules for agent skills, priority, and load balancing. The system then assigns sessions to the most suitable agent. This method is ideal for handling a large volume of sessions efficiently and fairly.
Agent session limit
The agent session limit is the total number of sessions an agent can handle simultaneously. The following settings are related to the agent session limit:
Switch: Enable this feature to apply agent session limits. When enabled, the limit settings apply. When disabled, session limits do not apply.
Maximum concurrent sessions: Set the maximum number of sessions an agent can handle simultaneously. The value can range from 1 to 50, depending on agent capacity and workload.
Allow exceeding limit on claim: Specify whether an agent can exceed the maximum concurrent session limit when claiming a session from a queue. If you enable this option, an agent can exceed the limit, but the total number of sessions cannot exceed a specified upper limit (for example, 30 sessions).
Allow exceeding limit on transfer: Specify whether a session can be transferred to another agent even if it causes the receiving agent to exceed their session limit. If you enable this option, the transfer is allowed, but the receiving agent's total number of sessions cannot exceed a specified upper limit (for example, 30 sessions).
Reassignment
Reassignment returns a session to the queue if an agent does not handle it within a specified time. The following settings are related to reassignment:
Switch: Enable this feature for session reassignment. When enabled, the reassignment settings apply. When disabled, sessions are not reassigned.
Timeout limit: Set the time limit before a session is reassigned. The value can range from 1 to 120 seconds. A typical setting is 10 seconds.
Agent status: Set the agent's status to automatically change after a session is reassigned a specified number of consecutive times (from 1 to 20). The status can be changed to Break, Invisible, or it can remain unchanged.
Auto-end
Auto-end automatically ends a session if no response is received from the customer within a specified period.
Auto-end time: The period of inactivity before a session automatically ends. The value can be from 1 to 60 minutes. A typical setting is 5 minutes.