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changes.mady.by.user Aleksandra Yakutovich

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Let's assume that the operator agent 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 agent in the dialogue, or a more complex processing scenario)

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

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

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

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

Add channel

  1. Go to the ⚙️ System Designer

  2. Click Beesender Chat Configuration in the Import and Integration section

  3. On the channels tab, click ➕ and select the channel type

  4. Fill in all the fields in the window that appears and click Add

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