Agent Sampling allows Administrators to streamline the serving of interactions to agents in larger contact centers. Once specific criteria have been met, the platform will select a specified number of agents and serve a specified number of interactions to available agents.
The platform will continue selecting interactions and serving them to selected agents seamlessly.
To implement agent sampling, click on the waiting room configuration tile on the administrator dashboard ( you can find this tile at the bottom right of your admin dashboard).
From the waiting room configuration dashboard click on the agent sampling tile.
This will open the edit agent sampling config dialog box.
From here you can enable/disable the agent sampling, you are also able to set the following input fields:
- Global Agent Threshold - Indicates the number of agents that need to be online for Agent Sampling to activate.
- Global Agent Sample Size - Indicates the number of agents that will be selected when all the criteria for Agent Sampling to activate is met.
- Global Task Threshold - Indicates the number of interactions that need to be in the waiting room for Agent Sampling to activate.
- Global Task Sample Size - Indicates the number of interactions that will be selected when all the criteria for Agent Sampling to activate is met.
Once you have set the criteria for agent sampling, click “done”.