Configure a Multimedia Profile

As an administrator, do the following to configure a multimedia profile:

Note

To be able to configure multimedia profiles, Multimedia must be enabled for your enterprise. For more information, see Module Permissions.

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

  2. On the Multimedia Profiles page, click + to create a new multimedia profile or click the ellipsis button to edit an existing multimedia profile.

  3. In the Media Details section, select the blended multimedia profile as required. The available multimedia profile types are:

    • Blended: Allows you to specify the media channels and the number of contacts per media channel that an agent can handle simultaneously (for example, 1 voice, 3 chats and 5 emails).

    • Blended Real-time: Contacts of only one real-time media channel (either voice or chat) will be assigned to an agent at a point in time, along with contacts of other media channel types (email and social).

      Note

      For Blended and Blended Real-time multimedia profiles, the maximum number of contacts that can be assigned to an agent is 1 for voice, and 5 for chat, email and social.

    • Exclusive: Select this profile type to assign only one contact to the agent across all media channels, at a point in time.

For more information, see Create a Multimedia Profile.