Required security profile permissions: Teams View
You can configure some contact handling settings at the team level. If you have omnichannel handling enabled in your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx, settings include the maximum number of contacts per channel, the ability for agents to manually request new contacts, and whether MAX automatically sets the active focus on the newest incoming contact. If you have single channel handling enabled in your business unit, this includes the maximum number of concurrent chats and parked emails.
All team-level settings can be overridden at the agent level.
Depending on your business unit settings, you will have either single channel handling or omnichannel handling settings available for configuration.
Single Channel Handling
Team Defaults
The team default settings automatically apply to all members of the team who do not have single channel handling settings specified in their user profiles. User profile settings supersede team default settings.
- Concurrent Chats
- The maximum number of chats members of the team may handle simultaneously by default.
- Auto-parked Emails
- The maximum number of emails members of the team may have parked at one time by default.
Assigned Users Contact Settings Table
- First
- The first name of the user assigned to the team.
- Last
- The last name of the user assigned to the team.
- Concurrent Chats
- The maximum number of chats the user may handle simultaneously as specified in the user profile. This setting overrides the team default.
- Auto-parked Emails
- The maximum number of emails the user may have parked at one time as specified in the user profile. This setting overrides the team default.
Omnichannel Handling
Team Defaults
The team default settings automatically apply to all members of the team who do not have omnichannel handling settings specified in their user profiles. User profile settings supersede team default settings.
- Voice
- The maximum number of simultaneous voice contacts users on the team can handle by default, including voicemail. The only allowable value is 1.
- Chats
- The maximum number of simultaneous chat contacts users on the team can handle by default. The maximum allowed is 12.
- Emails
- The maximum number of simultaneous email contacts users on the team can handle by default. The maximum allowed is 25.
- Work Items
- The maximum number of simultaneous work item contacts users on the team can handle by default. The maximum allowed is 25.
- Request Contact
- Checking the box enables agents on the team to manually request an additional digital (non-voice) contact, if their current state is Working.
- Contact Auto-focus
- Checking the box forces MAX to set the active focus to the newest contact after the contact is connected in the interface.
Assigned Users Contact Settings Table
- First
- The first name of the user assigned to the team.
- Last
- The last name of the user assigned to the team.
- Voice
- The Voice setting applied to the user in the
- Chats
- The Chats setting applied to the user in the
- Emails
- The Emails setting applied to the user in the
- Work Items
- The Work Items setting applied to the user in the
- Request Contact
- The Request Contact setting applied to the user in the
- Contact Auto-focus
- The Contact Auto-focus setting applied to the user in the
