Engage Digital | Managing the channel modes list
A channel mode is where a channel is located and includes two types: asynchronous and real time. Asynchronous (Async) refers to messages that are not real time and do not require immediate responses, such as email messages. Real-time refers to real-time messages that require quick responses, such as live chat.
You can view your channel modes list via the agent states dropdown menu in the Routing mode. There, you’ll find your channels under the Channels List section at the bottom of the dropdown menu.
Managing your channels list will make you available for a certain channel mode type (asynchronous or real-time) and unavailable for other channels. This is helpful if an agent needs to prioritize working on tasks for a specific channel.
For example, at the beginning of your shift, you might choose to prioritize real-time chats first by making yourself available only for real-time channels. You can choose to update your channel list later on to make yourself available for asynchronous tasks if you desire.
Managing the channels list
Now let’s discuss how to manage your channel list.
Follow these steps to make yourself Available for a channel list:
1. Navigate to Routing mode via the left-hand navigation bar
2. Click on the agent states dropdown at top right
3. Select the green dot to the right of the channel (Async or Realtime) to mark yourself as available for that channel
Similarly, if you would like to make yourself unavailable for a channel list, you simply select the red dot next to the channel name.
Please note that if you mark yourself as unavailable for both asynchronous and real-time channels, your agent state will change to Away.
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