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Author Message
10/10/2016 12:48:43
Subject: Configuring AACC simultaneous chat sessions
#1
TimRiley
Joined: Nov 5, 2014
Messages: 6
Offline
Is it possible for an agent to handle multiple web chat sessions simultaneously? And if so, where is this configured?

I've heard that an agent can work up to 1 voice and 5 multimedia contacts simultaneously. I've been unable to make this work in my test environment. I'm only able to get one contact through to an agent at any given time.

Thanks,

Tim
PM
13/10/2016 10:17:10
Subject: Re:Configuring AACC simultaneous chat sessions
#2
MelissaVestal
Joined: Nov 21, 2013
Messages: 14
Offline
Hi Tim, you can find this setting in CCMA under Configuration, then under Multiplicity Presentation Classes. Create a new class, then go to your agent's profile in Contact Center Management and assign the new multiplicity class to your agent.
PM
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