Configure Team Settings

With skills assigned to sessions and to representatives, it is time to make sure sessions can route to the appropriate representatives. You can set up a routing system through the API, but here we are going to discuss routing via teams.

Issue Submission enabled

First, make sure that the issue is visible on your public site. From the Public Portal > Public Sites page, edit the site through which you wish customers to be able to submit this issue. Make sure that Use Issue Submission Survey is enabled, with the list type set to display issues.

Then, either check Display Issues for All Teams or select the team with the issues you want to display and move it to Display Issues for the Following Teams. Be sure to click Save Changes at the bottom of the page.


Support Teams

Next, go to Configuration > Support Teams, and make sure the representatives you want to handle the issues assigned to this team are members of this team in some role. Members can be assigned individually or via group policy.



Support Teams :: Manage

Support Teams :: Edit :: Equilibrium Settings

Finally, you need to enable Equilibrium by selecting how you want sessions to be routed to teams. In Configuration > Support Teams, click on Equilibrium Settings and use the dropdown menu to select the appropriate algorithm, depending on how you want sessions to be routed. Options are:

  • None: no algorithm is selected and session requests remain in the team queue until a representative manually accepts them.
  • Least Busy: session is assigned to the least busy representative, that is, the representative who has had the lowest number of simultaneous sessions for the longest time.
  • Skills Match, Least Busy: session is assigned by selecting the representative with the most appropriate skill set match necessary to handle the issue, as well as being the least busy of all qualified representatives.

The Alert Timeout dropdown determines how long the session remains assigned to the representative’s queue before it is assigned to the next representative.

You also can create a Waiting Session Rule. If enabled, set how long a session is allowed to remain in this queue. Then choose the action to take if the session waits for longer than the set time. You can either transfer the session to an overflow queue, or you can mark the session as overdue. A session that becomes overdue plays an audio alert, flash in the queue, cause the queue itself to flash, and display a pop-up notification. These notifications can be modified in the representative console settings.

Testing the Configuration

If you wish to test the above configuration, first log into the representative console using an account with the skills set you wish to test.

Equilibrium Issue submission

Next, go to the public site and submit a support request via the issue submission form. Be sure to select an issue that has skills assigned to it and that routes to one of the representative's team queues.


Session assignment alert

After the customer client connects, the representative should see a session assignment alert for that session, assuming they are the best match and the least busy of any identical matches.


Session Details - Priority and Skills

The representative console shows the skills and priority assigned to the issue you selected from the issue submission form.