Implementation Best Practices

Define Your Business Requirements

Before configuring rules, determine what omnichannel means for your operation:

Key Questions:

• Which channels should count toward an agent being considered busy or occupied?

• Should certain channels (e.g., voice/video) always take priority over others (e.g., messaging, email)?

• Should channel occupancy be evaluated independently per channel, or combined across multiple channels?

• Are your agents capable of handling messaging engagements while on voice calls, or would this multitasking compromise the quality of customer service they provide?

Your rules should reflect actual service standards, not just technical capabilities. Consider customer experience impact alongside agent efficiency.

Use Templates for Consistency

Create User Templates for different agent roles that include:

• Appropriate Engagement Capacity settings for each channel

• Occupied Rules configuration

• Consistent application across similar roles

New Hire Template Example

Channel Settings Example

Each user template can specify the full channel settings engagement capacity configuration.

The benefits of using templates include:

• Consistent configuration across agent groups

• Simplified onboarding for new agents

• Makes bulk updates easier when business needs change