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Capacity management for manual SLA
Dynamic Capacity reacts to manual SLA settings and improves the operation Today conversations that are set with a long manual SLA maintain a capacity of 1 (active) until the "time to inactive" defined by Dynamic Capacity had passed. Only then the weight of the conversation would go down to its inactive weight. While it…
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Dynamic Capacity overview
A smart algorithm adjusts agent capacity based on availability, rather than conversation concurrency How messaging impacts a conversation's lifecycle In the world of messaging, consumers are connected to a brand 24/7. They can pick up a conversation with an agent at any time and from any device, without ever being…
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Dynamic Capacity per skill
Manage the Dynamic Capacity settings per skill to better control the time it takes a conversation to become inactive Overview Dynamic Capacity enables brands to better manage their messaging operations by controlling the weight an active and inactive conversation takes up in the overall agent capacity. Brands can now…