Configure the Advanced Work Assignment application to transfer a LINE chat conversation initiated by a requester (customer contact or
consumer) to a live agent.
시작하기 전에
Your administrator must have completed the following
tasks:
Role required: admin
프로시저
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Enable the Line service channel.
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Navigate to .
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In the Name column of the Queues list, search
for Line.
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Select Line.
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On the Service Channel form, select the Active
check box.
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Select Update.
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Automatically route work items for LINE chat conversations to
agents by configuring the queue for the Line service channel.
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Navigate to .
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In the Name column of the Queues list, search
for Agent Line Queue.
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Select Agent Line Queue.
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On the Queue form, select the Active check
box.
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Select Update.
주: By default, the
Line - Most Capacity assignment rule
is associated with the Agent Line Queue. You can create another assignment
rule and associate it with the queue. For more information, see
Configure agent
assignment rules and
Work item
queues.
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Configure agent presence states for the Line service channel.
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Navigate to .
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In the Name column of the Presence States list, select an existing state.
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On the Presence State form, in the Service channels section, select the add icon > to move the Line service channel from the Available column to the
Selected column.
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In the Apply to groups section of the Presence State form, select the add icon > to move the Agent Line Group group from the Available column to the
Selected column.
주: You can ignore this step if you have selected the Apply to all groups check box.
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Select Update.