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Social Media Technical Reference
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
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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:
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Workgroup Queue Service Level |
Specifies the target service level (amount of time) for handling social media conversations. |
Interaction Administrator > Workgroup Configuration > Configuration |