In this scenario, AcmeJets aims to combine chat and email interactions to ensure their agents can maximize efficiency. They prioritize real-time chat responses while effectively managing email correspondence.

AcmeJets is looking for a system that allows its agents to handle up to two chat and two email interactions simultaneously. The chat interactions will be given priority over the email interactions, but agents may need to wait for information before responding to an email. Therefore, they would like to keep up to two email interactions open in their workspace.

As an 8x8 Contact Center admin, you want to tailor settings to enable agents to engage in chat and phone interactions simultaneously. Agents can seamlessly switch between chat and phone as required without affecting the quality of customer interaction on either channel.

To manage the flow of interactions, AcmeJets has established priority levels for each queue. Voice interactions have the highest priority, followed by chat and email. Voice interactions are given the highest priority, followed by chat and email. Urgent voice calls are addressed first, while chat and email queries are not neglected. Each agent can handle up to one media type of each interaction type.

8x8 Contact Center multi-chat allows an agent to handle up to six concurrent chats with customers at any time. There is no limit on the number of concurrent chats among agents. Using the Interactions tab in 8x8 Configuration Manager, 8x8 Contact Center administrators can configure the maximum number of concurrent chats with customers for each agent. They can also enable agent-to-agent chat from within the Interactions tab. There is no limit on the number of agent-to-agent chats.

To define maximum number of concurrent chats with customers:

  1. From the Configuration Menu, open Users.
  2. Find a user and click .
  3. Open the Interactions tab.
  4. Select Max # of concurrent chats from the list.
  5. Select Enable agent to agent chat.
    It allows this agent to chat with other agents. There is no limit on the number of concurrent chats among agents.
  6. Click Save.

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