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Table of Contents

The Channels detail is used by the Creatio system administrator to add new communication channels.

What can be used as a channel?

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Panel
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Let's assume that the operator has a load of 5.

And suppose channels are added:

  • WebSite for clients with a chat weight of 1

  • WebSite for partners with a chat weight of 3 (for example, this channel implies a greater involvement of the operator in the dialogue, or a more complex processing scenario)

With this setting, a given operator will be able to simultaneously distribute either

  • 5 chats from the WebSite channel for clients: 5x1=5 - which is equal to the set load on the operator

  • 1 chat from the WebSite channel for partners and 2 chats from the WebSite channel for clients: 1x3+2x1=5 - which is equal to the set load on the operator

If 3 chats from the WebSite channel for clients have already been distributed to the operator, then the chat from WebSite for partners will no longer be able to be distributed to this operator, since 3x1 + 1x3 = 6 is more than 5, the load set for the operator

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