Engage Digital | Adding and updating channel groups
Last updated on March 31, 2023
As an admin, you can add, configure, or apply channel groups as needed. You can configure groups depending on how agents will process messages from both asynchronous channels ( processed at their own pace) and real-time channels (queued and processed by the next available agent).
Messages from real-time channels require immediate agent attention, while ones from asynchronous channels don’t. We recommend configuring lower agent capacities for real-time interactions.
Adding a channel group and assigning channels
- Sign in to RingCentral Engage Digital and click the Admin tab.
- Go to Routing > Channel groups in the left navigation bar.
- Click Add.
- Check the Away status by default when connecting to routing mode field (optional). When checked, agents that connect to Routing mode through this channel group will show as Away by default.
- Enter a Name for the channel group.
- Enter the Interaction timeout. After a specific time, unanswered conversations in the agent’s inbox go back into the queue. Interaction timeout figures display in HH:MM:SS format. Leave this field blank if you don’t want conversations in an agent’s inbox to time out.
- Enter the Default capacity. This is the maximum number of conversations an agent can process in Routing mode while still able to request additional messages.
- Enter the Max capacity. This is the maximum number of conversations an agent can process.
- Enter the Agent SLA. This is the SLA from the time an agent accepts the task to respond to the customer.
- Enter the Agent SLA indicator warning threshold. This is the threshold at which the Agent SLA changes to warning, expressed in %.
- In the Channels field, select the channels assigned to this group.
- Click Save.
Adding a channel group
- Go to Routing > Channel groups in the left navigation bar.
- Hover over the desired group, then click the Edit pencil icon at the far right.
- Check the Away status by default when connecting to routing mode field (optional).
- Enter a Name to rename the channel group (optional).
- Enter the Interaction timeout.
- Enter the Default capacity and Max capacity.
- Enter the Agent SLA and Agent SLA indicator warning threshold.
- In the Channels field, select the channel(s) assigned to this group.
- Click Save.
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