You can enable self-assignment of digital interactions for agents to help them search, preview, and manually assign digital interactions waiting in queue. In this process, you can control self-assignment limits per media type and enable manual assignment per queue. This feature supports digital channels— chat, email, and social channels such as SMS, Livechat. Email, WhatsApp, Facebook Messenger, and Apple Messages for Business.

This feature lets you manage surges more effectively, hence allows supervisors to guide agents to pick up interactions during a busy hour. Additionally for new agents, cherry-picking interactions help focus on less complex issues and build their skills with confidence. This also helps resolve pending interactions across channels, ensuring no customer is left waiting.

For this purpose,

  • You can extend the multimedia profile with self-assignment limits for agents and see a new Queued tab in their workspace on Agent Desktop.
  • Only interactions from queues enabled for manual assignment will show up in the Queued tab on the Agent desktop.
  • This feature is not applicable to voice calls out of the box.
To enable self-assignment of digital interactions for agents, do the following:
1

Sign in to Control Hub.

2

In the left pane, go to Contact Center.

3

Configure queues to enable this feature in as follows:

  1. From the Contact Center navigation pane, choose Customer experience > Queues.

    If you’re creating a new queue, see Create queues and configure routing patterns for detailed information.

  2. For the existing queues for digital channels — chat, email, and social, click on a queue to edit.

  3. Go to the Advanced Settings section.

  4. Turn on the Manual-assigned contacts by agents toggle button.

    This adds the selected queue to the Queued tab in Agent Desktop, allowing agents to pick interactions from it.

4

Configure multimedia profiles to enable this feature in as follows:

  1. From the Contact Center navigation pane, choose Desktop experience > Multimedia profiles.

    If you’re creating a new queue, see Manage Multimedia Profiles for detailed information.

  2. In the Automatically Pushed Contacts section, set the maximum number of contacts that the system can push to agents for the specific channel when agents log in and they set themselves to available.

  3. In the Manual Assignment section, set the limits that users can manually assign contacts from the allowed queues.

    Make sure all the field values of chat, email, and social channels must be non-zero to make the Queued tab visible for agents in Agent Desktop.