Accept a Session to Start Support

Once the customer is in queue, there are several ways you can accept the session. If the session is in your personal queue or if you have permission to manually accept sessions from a team queue, either double-click the customer entry or select the entry and click the Accept button. If allowed to use the feature, start supporting the oldest queued session from among your team queues by selecting to get the next session from:

  • The Support menu of the representative console
  • The Get Next button at the top of the representative console

Session Assignment Rules

Rep Console Session Assignment Alert

You can also accept sessions that are assigned using Equilibrium. When a session enters a queue that has Equilibrium enabled, that session is automatically assigned to the best qualified and least busy representative, based on matching skills, the number of sessions that representative is supporting, and how long they have been available.

When a session is assigned to you, you are given a prompt to accept or reject the session, along with an audible alert if enabled. When the invitation is about to expire, visual and audible alerts warn you. If you reject the invitation or the invitation times out, the session is reassigned to the next best qualified and least busy representative in that queue.

A rejected session is never assigned to the same representative twice unless it is manually transferred into another queue for which that representative is available. If a session cycles through all available representatives for the queue and is not accepted, it remains in queue until someone manually accepts or transfers it.

Alternatively, if your administrator has set up a waiting session rule for this queue, the session gives out an audible and visual alert when it is overdue, or it is transferred to an overflow queue. If that overflow queue has a waiting session rule set up that transfers the session back to the first queue, the session could potentially bounce back and forth between the queues until it is accepted.

A session is not assigned to a representative if that representative is unavailable. If you lock your computer or switch to the login screen, you are marked as unavailable. Also, rules within the user permissions mark you as unavailable if you are participating in more than a set number of sessions or have been idle longer than a specified length of time. Finally, if you have permission to opt out of session assignments, you may choose not to receive automatic session assignments.

Accepting a session opens a new tab for that session at the top of the representative console. You can run multiple sessions simultaneously. A new tab is created for each session.

Session tabs can be moved and reordered to help you organize and prioritize your workload. Simply click and drag a session tab to a new position. Session tabs can also be detached from the main representative console window.