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General: Multi-Engage

What is Multi-Engage?

Multi-Engage allows operators to simultaneously engage with multiple visitors. This feature helps to manage staffing and handle peak traffic periods. The maximum number of simultaneous engagements can be limited under Max Engagement Count setting.

Enabling Multi-Engage

All Multi-Engage settings are managed in the General section of Advanced Admin. Turn the toggle On to allow operators to engage with multiple visitors simultaneously. This is a global switch for the site.

Multi-Engagege.png

Consult your Glia Success Manager before enabling this functionality to ensure the settings are configured properly and your operators are comfortable using this feature. Multi-Engage feature has different configurations which are covered later in this article.

1) Default Availability Status

The Default Availability Status setting automatically updates the availability of the site’s operators once they are in an engagement. The options are:

  • Retain previous status - when the engagement starts, operator’s availability will remain the same(either video, audio, or chat). However, the operator has the ability to manually downgrade their availability to either audio, chat, or unavailable depending on the complexity of their current engagement(s).
  • Set to available for chat only - when the engagement starts, operator’s availability will automatically be set to chat. This allows the operator to only receive chat engagements when in multi-engage, audio or video requests will be assigned to other operators.
  • Set to unavailable - when the engagement starts, operator’s availability will be automatically set to unavailable. However, the operator has the ability to manually upgrade their availability (e.g. to chat, audio). For example, by default it is preferred that operators are engaged 1:1, but if the visitor is busy (e.g. collecting documents to upload) the operator can manually upgrade to receive additional engagements.

2) Maximum Engagement Count

The maximum number of simultaneous engagements can be limited by the Maximum Engagement Count setting. This value makes sure operator cannot exceed the determined amount of simultaneous engagements. However, as the number of simultaneous engagements of an operator can be set both for the site and for the operator, the following scenarios help to understand better how the operator’s effective Maximum Engagement Count is derived.

 

Scenario

Site A Maximum Engagement Count

Site B Maximum Engagement Count

Operator’s Maximum Engagement Count 

Operator’s effective Maximum Engagement Count

1

Off

Off

none

1

2

Off

Off

3

3

3

2

Off

none

1

4

2

3

5

5

5

2

3

1

1

6

2

3

none

2


Scenario 1:
Operator has two sites assigned, both sites’ Multi-Engage toggle is turned Off. Operator has no Maximum Engagement Count set. The effective Maximum Engagement Count for this operator is 1 (default).

Scenario 2: Operator has two sites assigned, both sites’ Multi-Engage toggle is turned Off. Operator has Maximum Engagement Count set to 3. Currently effective Maximum Engagement Count for this operator is 3.

Scenario 3: Operator has 2 sites assigned, Site A has Multi-Engage toggle turned On and Maximum Engagement Count is set to 2. Operator has no Maximum Engagement Count set. Operator’s currently effective Maximum Engagement Count is 1 because the minimum setting of the assigned Sites is used. 

Scenario 4: Operator has 2 sites assigned, both sites have Multi-Engage toggle turned On. Maximum Engagement Count for Site A is set to 2 and for Site B it is set to 3. Operator has Maximum Engagement Count set to 5. Currently effective Maximum Engagement Count for the operator is 5 because Operator’s setting overrides Sites’ settings.

Scenario 5: Operator has 2 sites assigned, both sites have Multi-Engage toggle turned On. Maximum Engagement Count for Site A is set to 2 and for Site B it is set to 3. Operator has Maximum Engagement Count set to 1. Currently effective Maximum Engagement Count for the Operator is 1 because Operator’s setting overrides Sites’ settings.

Scenario 6: Operator has 2 sites assigned, both sites have Multi-Engage toggle turned On. Maximum Engagement Count for Site A is set to 2 and for Site B it is set to 3. Operator has no Maximum Engagement Count set. Currently effective Maximum Engagement Count for the Operator is 2 because the minimum of these sites’ Maximum Engagement Count settings’ is taken.

For now, Operator's Maximum Engagement Count can be set only via API. To default that setting, Maximum Engagement Count should be set back to null value.

3) Time on Hold Alert

The Time on Hold Alert setting helps operators be cognizant of each engagement they are involved in and minimize the wait time a visitor experiences.

After the threshold has been reached, the tab will have yellow indicator layer on it to remind the operator to re-engage with that visitor.

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