Overview

Blended Multimedia Profiles offer Webex Contact Center administrators the ability to configure the media channel types (voice, chat, email, and social) and the number of contacts of each media channel that an agent can handle simultaneously.

Administrators can configure multimedia profiles of the following types:

  • Blended

  • Blended Real-time

  • Exclusive

The administrator can then associate the multimedia profile to agents at the site, team, or agent level.

Advantages of Blended Multimedia Profiles

Blended Multimedia Profiles enable organizations to provide dedicated attention to customers, promoting better quality of service, improved customer experience, and better conversion rates. Also, organizations can balance the load across media channels when experiencing uneven load in some channels, enabling efficient utilization of agents.

Setting Up Blended Multimedia Profiles

To set up Blended Multimedia Profiles:

  1. The administrator configures the Blended Multimedia Profile using the Multimedia settings in the Provisioning module of the Management Portal.

  2. The administrator associates the Blended Multimedia Profile to an agent, team, or site.

In the Agent Desktop, agents are assigned contacts based on the multimedia profile associated with them at any point in time.

Administrators and supervisors can view multimedia profile settings of agents and the number of contacts of each media channel type that the agents handled, via the Agent Details report. This report is available in the Webex Contact Center Analyzer.