WebChat Configure Presence Busy State

Introduction

When an UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. is within opening hours, but it is busy, and the SharePoint configuration setting has a value larger than 0, then the WebChat will inform the customer that, for example, "Waiting time may be longer than usual", and the 'presence' icon will change to indicate this state.

How busy it is, is based on the LongestWaitingSession of the last known text session, that is in one of the states Idle, Queued or Hunting, per UCC.

How to enable

The SharePoint setting is optional. If it is not set, this will disable the feature (it will fall-back on the default value of -1). The setting indicates the number of minutes, the oldest known session, that has not been picked-up or closed yet, has been waiting. If the oldest "open/idle" session, has been "open/idle" longer then the setting value, the busy-event will be produced.