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User and Workgroup Configuration in Interaction Administrator

User and workgroup configuration settings in Interaction Administrator indicate whether an agent can receive social media interaction, how many social conversation interactions they can receive, and the target service level for handling them.

ACD Social Media option

ACD WhatsApp

Enables or disables the agent's availability to receive Facebook and Twitter social media conversations.

Enables or disables the agent's availability to receive WhatsApp interactions, if configured.

Interaction Administrator > User Configuration > Licensing

ACD Utilization rate

Specifies how many social media conversations an agent can receive via ACD.

Interaction Administrator > User Configuration > ACD

For more information, see the following:

"Utilization - Workgroup, User" in the Interaction Administrator Help at https://help.genesys.com/cic/mergedProjects/wh_ia/desktop/interaction_administrator_help.htm
ACD Processing Technical Reference at https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/acd_processing_TR.pdf

Workgroup Queue Service Level

Specifies the target service level (amount of time) for handling social media conversations.

Interaction Administrator > Workgroup Configuration > Configuration