Getting started

What is a preferred agent

Preferred agent is a user who is regarded as the first choice to handle a conversation. For some conversation types a preferred agent can be configured but a user becomes a preferred agent automatically when they either

• reply to an email or a chat and customer sends a response to this email/chat

  or

• transfer a call or a chat

When a conversation has a preferred agent, the system tries to allocate the conversation to this agent despite their current status. For example, if a chat has a preferred agent and this agent is serving in the queue but is not ready, it's still possible that the agent accepts the offered conversation and therefore the system offers it to the agent. The Picklist view in Communication Panel shows that the conversation is waiting for the preferred agent with the icon and agent name:

The Pick button is disabled and only the preferred agent can pick the conversation during the waiting time.

If the preferred agent is not available (for example not logged in to Communication Panel ), the conversation is immediately offered to any available agent who is capable of handling the conversation.

What is a required agent

The required agent function is firmer requirement than the preferred agent function. When a conversation has a required agent, the system waits when this agent is available for receiving conversations and only then allocates the conversation. You define the expiry time for the required agent, and when the time has elapsed, the conversation can be allocated to any agent serving in the queue.

The Picklist in Communication Panel shows that the conversation is waiting for the required agent with an icon and agent name. This agent can pick the conversation.