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

  • 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
  • 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.