Overview: Spaces in Users (Console)

This article explains the concept of spaces when handling interactions in the queue. 

In this article

Overview

The Spaces container is where you can view and modify the number of interactions a user can manage at one time by communication type. 

Once a queue user accepts an interaction, or claims an interaction and becomes the owner of it, one of the user’s spaces is filled for that communication type.

You can configure the specific number of spaces for each communication type to tell the system how many interactions the queue user can manage for that type of interaction:

• Phone

• Messaging (web chat, SMS/MMS)

• Email

• Tasks

In Console, navigate to Account > Users > [User] > Queue container.

It’s important to know that Multi AID must be enabled to allow the user to receive multiple interactions of varying communication types at once. If Multi AID isn’t enabled, then the queue user can only handle one interaction at a time.

Spaces only apply to phone calls handled in the queue. They don’t apply to non-queue phone calls (i.e. unified communication phone calls), like when an employee makes an extension-to-extension phone call. The maximum number of non-queue phone calls a user can handle through the softphone is six, which is managed  by our softphone multiline feature. 

How it works

Once a queue user accepts an interaction, or claims an interaction and becomes the owner of it, one of the user’s spaces is filled for that communication type. 

For example, if the user’s configured to handle 3 phone call interactions at one time, and the queue user accepts a phone call in the queue, the queue user then has 2 open phone call spaces instead of 3 because the accepted phone call interaction filled up one of those phone spaces. Moreover, Once the phone call interaction is closed, the phone space opens up again. 

Additionally, if this same queue user is configured to handle 2 messaging interactions,those 2 messaging spaces are still open while they’re handling the phone calls. So, the queue user could be delivered messaging interactions to handle.

If a queue user’s spaces for an individual communication type are filled up, no new interactions for that communication type will be delivered to that user.

Since spaces are configured in the queue user’s settings page in Console, you can set the number of spaces on a user-by-user basis. This means you can choose the number of interactions a queue user can handle at a time based on their skill level.

Container breakdown

Phone

Use the Phone field to control the number of phone interactions a user can handle simultaneously. 

There isn’t a maximum space number for this field, so keep in mind best practice guidelines, agent skill level, etc. 

If a queue user is configured with 1 or more phone spaces, they can be delivered multiple phone call interactions. In these situations, if the queue user is handling a phone call interaction, and they accept a new, additional phone call interaction, the previous phone call interaction is placed on hold while they handle the new phone call interaction. They can then toggle between the two interactions as needed.

 Messaging (chat, SMS/MMS)

Use the Messaging field to control the number of messaging interactions a user can handle simultaneously. 

There isn’t a maximum space number for this field, so keep in mind best practice guidelines, agent skill level, etc.

Email

Use the Email field to control the number of email interactions a user can handle simultaneously.

There isn’t a maximum space number for this field, so keep in mind best practice guidelines, agent skill level, etc.

Tasks

Use the Tasks field to control the number of task interactions a user can handle simultaneously.

There isn’t a maximum space number for this field, so keep in mind best practice guidelines, agent skill level, etc.

Read more

• Overview: Queue container in Users (Console)