HELP FILE

How to Set Channel Sessions to Start Automatically

This article gives guidance to Rescue Administrators.

Reduce customer waiting time for channel-based sessions by automatically activating sessions at the least busy technician (defined as the technician with the fewest active sessions or the longest idle time upon session arrival).

  1. On the Organization Tree, select the channel you want to work with.
  2. Select the Settings tab.
  3. Under Session management, select the Auto-start waiting sessions box.

    Result: Sessions will only be started automatically when the technician is handling a number of sessions under the threshold defined in the ...less than X active sessions drop-down list.

    Tip: Select a value of 10 to start sessions automatically regardless of the number of active sessions a technician is handling.

  4. Click Save changes.

    Note: You cannot save this setting to all channels.