Blended Capacity Use Cases

Customer A PSTN

Customer B UHM VOICE

CHAT
Customer C UHM
CHAT
Blended Capacity
CASE SFDC Voice = 1
Customer D AKN OMNI Chat = 2
Case = 3
CASE
ADSK
Customer E AKN CASE

Customer F AKN
Scenario 1
Customer A PSTN

Customer B UHM VOICE

CHAT
Customer C UHM
CHAT
Blended Capacity
CASE SFDC Voice = 0
Customer D AKN OMNI Chat = 2
Case = 3
CASE
ADSK
Customer E AKN CASE

Customer F AKN

• Customer A called and connected with the agent. Agent is no longer available for additional
interactions.
Scenario 2
Customer A PSTN

Customer B UHM VOICE

CHAT
Customer C UHM
CHAT
Blended Capacity
CASE SFDC Voice = 1
Customer D AKN OMNI Chat = 1
Case = 3
CASE
ADSK
Customer E AKN CASE

Customer F AKN

• Customer B request a chat and connected with the agent. Agent is available to handle additional
chat requests and case. Chat capacity is reduced to 1. Voice and case capacity unchanged.
Scenario 3
Customer A PSTN

Customer B UHM VOICE

CHAT
Customer C UHM
CHAT
Blended Capacity
CASE SFDC Voice = 0
Customer D AKN OMNI Chat = 0
Case = 3
CASE
ADSK
Customer E AKN CASE

Customer F AKN

• Customer B and C connected and chatting with the agent. Chat and Voice capacity reduced to 0.
Scenario 4
Customer A PSTN

Customer B UHM VOICE

CHAT
Customer C UHM
CHAT
Blended Capacity
CASE SFDC Voice = 0
Customer D AKN OMNI Chat = 2
Case = 0
CASE
ADSK
Customer E AKN CASE

Customer F AKN

• Customer D, E and F submitted cases and assigned to the agent. Case and Voice capacity reduced
to 0.
Scenario 5
Customer A PSTN

Customer B UHM VOICE

CHAT
Customer C UHM
CHAT
Blended Capacity
CASE SFDC Voice = 0
Customer D AKN OMNI Chat = 1
Case = 0
CASE
ADSK
Customer E AKN CASE

Customer F AKN

• Agent working on cases from Customer D, E, and F. Customer B initiated a chat request and
routed to the same agent. Chat capacity reduced to 1. Case capacity reduced to 0.
Scenario 6
Customer A PSTN

Customer B UHM VOICE

CHAT
Customer C UHM
CHAT
Blended Capacity
CHAT SFDC Voice = 0
Customer D UHM OMNI Chat = 0
Case = 3
CASE
ADSK
Customer E AKN CASE

Customer F AKN

• Customer B initiated a chat request and accepted by the agent. A few minutes later, Customer C
and D request to chat with the agent at the same time. Customer D has higher precedence
therefore was connected to the agent. Customer C’s request was rejected/queued.
Scenario 7
Customer A PSTN

Customer B UHM VOICE

CHAT
Customer C UHM
CHAT
Blended Capacity
CHAT SFDC Voice = 0
Customer D UHM OMNI Chat = 0
Case = 3
CASE
ADSK
Customer E AKN CASE

Customer F AKN

• Customer B ended the chat session. Customer D continue with the chat session. Customer C is
now connected to the agent and start chatting.
Skill Based Routing Use Cases
Customer A UHM

Customer B UHM CHAT

Skills
A
CHAT B
Customer C UHM C
CHAT
Agent
CASE SFDC A
Customer D AKN OMNI
CASE Skills
D
Customer E AKN CASE
E

Agent
B
Customer F AKN
Scenario 8
Customer A UHM

Customer B UHM CHAT

Skills
A
CHAT B
Customer C UHM C
CHAT
Agent
CASE SFDC A
Customer D AKN OMNI
CASE Skills
D
Customer E AKN CASE
E

Agent
B
Customer F AKN

• Customers A and C are chatting with Agents A and B based on their respective skill assignement.
Scenario 9
Customer A UHM

Customer B UHM CHAT

Skills
A
CHAT B
Customer C UHM C
CHAT
Agent
CASE SFDC A
Customer D AKN OMNI
CASE Skills
D
Customer E AKN CASE
E

Agent
B
Customer F AKN

• Customers are connected and their cases are routed to the corresponding agents based on their
skill assignments.