Create a Multimedia Profile

To configure a multimedia profile:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Multimedia Profiles

Step 2

Click + New Multimedia Profile.

Step 3

Do the following:

  1. In the Profile Details area, enter the following details:

    Setting

    Description

    Name

    Enter a name for the multimedia profile.

    Description

    (Optional) Enter a description for the profile.

  2. In the Media Details area, enter the following details:

    Setting

    Description

    Blended

    Allows agents to handle multiple contacts simultaneously for different channel types. Set the number for each channel type.

    Note

    Number of contacts that you can set:

    • Voice: 0–1

    • Chat, Email, and Social Channel: 0–5

    Blended Real-time

    Allows agents to handle one mandatory real-time channel, either Voice or Chat, and in addition you can set the limit for Email.

    Note

    Number of contacts that you can set:

    • Voice: 1 (mandatory)

    • Chat: 1–5

    • Email: 0–5

    Exclusive

    Allows agents to focus on one customer contact at a time. Check the channel types for which the agents receive contacts.
Step 4

Click Save.