Auto-Allocation
Conversations from the queues that use the auto-allocation mode are offered to you automatically based on their waiting time, your skills, and various other things defined in System Configurator.
Prerequisites
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To receive an auto-allocated conversation, you must have the status Free which means that:
- You have joined the queue.
- You have the status Ready.
- Your presence profile is of type available.
- You don't have too many active conversations according to the table in Simultaneous Conversations
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You must have appropriate capabilities to handle that conversation. For example, if you do not have a microphone, calls are not offered to you.
Receiving Auto-Allocated Conversations
A new incoming conversation is offered to you in the Conversations view, and it is also indicated with an icon and a plus character in the My Conversations list:
If the auto-answering function is in use, you do not need to accept the conversation but it is accepted automatically.