How to configure Departments within Hablla
The sectors in Hablla are essential for organizing support and routing interactions to the most appropriate teams, ensuring specialized categorization that makes support faster and more accurate. Below is the step-by-step guide to configuring sectors efficiently.
Important: to perform this action, you need to have a user with Administrator access.
Once logged into your account, go to the Studio. In the upper-right corner of the screen, next to the initial of your name, you will find the Settings icon (gear). Click it to open the settings menu.
2. In the settings menu on the left, select Sectors to access the configuration options. 3. Select the Sector to Configure
Choose the sector that has been created but is not yet configured to start customizing it. 4. Customize Name, Description, Color, and Business Hours
From this point on, you can edit the sector name and description, as well as set a color for visual identification.
Set the predefined Business Hours, which can be adjusted according to your sector's needs (learn more about setting hours here). 4.1 Add Sector Email
Set up the email so that, when sending messages, support uses a sector-specific email address.
Example: commercial@hablla.com.
6 Agent Identification
Define whether the agent's name will be displayed in conversations with the customer, further personalizing communication.
6.1 Handover Algorithm Settings
Set up automatic routing to ensure support follows an effective and continuous logic.
Handover algorithms
The handover algorithm defines how the distribution queue chooses the next agent who will receive a new item. Each algorithm has a different balancing strategy, allowing distribution to be adapted according to operational needs.
Sequential Queue
Distributes items in a fixed order among the agents in the queue. After the last agent receives an item, distribution starts again with the first one on the list.
Ideal when all agents have the same capacity and you want predictable, balanced distribution.
Lowest number of interactions during the day
Directs the next item to the agent who received the fewest interactions during the day, balancing the volume distributed daily.
Recommended for operations that want to maintain a fair division of the daily workload among all agents.
Lowest number of open interactions
Routes the item to the agent who has the fewest open interactions at the time of distribution.
Indicated when the goal is to distribute the workload considering only the interactions still in progress.
Lowest number of open interactions with limit
Works the same way as the previous algorithm, but respects a maximum limit of simultaneous interactions per agent. When the limit is reached, the agent stops taking part in distribution until they are back below the limit.
Ideal for preventing agent overload and controlling the maximum number of simultaneous interactions. ⚠️ Important: This algorithm works only for users who use Custom Permissions, since the interaction limit is configured in the user's permission. See the documentation for Custom Permissions to configure this limit.
Random
Randomly selects one of the available agents in the queue to receive the next item.
Recommended when there is no need to follow a specific order or load-based balancing.
Weight by Agents
Distributes items considering the weight configured for each agent. The higher the weight, the greater the likelihood that that agent will receive new items.
Indicated for teams where some agents have greater capacity, experience, or availability and, therefore, should receive a larger volume of interactions.
6.2 SLA Settings
Customize the SLA (Service Level Agreement) to meet customer expectations and ensure fast, effective responses. (Learn more about SLA settings here).
7. Define Resolution Reason Rules
Specify rules for recording the reason for each closed, archived, or transferred interaction:
Closed Interaction: Select the reason for closing the interaction.
Archived Interaction: Define the reason when archiving.
Transferred Interaction: Reason for transferring to another agent.
Keep Owner: Choose whether the current agent will remain responsible for the customer after the interaction ends.
Status Notification: Set up notifications so the customer is informed about status changes, such as read messages. 8. Add Your Team to the Sector
Go back to the top of the screen and click on Support Team to associate your team with the sector. 9. Click to add a new user 10. Add New User to the Sector
Select Add new user to include members who will have access to the sector. Choose between:
Access Permission: Users with access to the sector's information.
Agents: Users who will be in the support queue and handle interactions directly. 11. After customizing the settings, click Save.
Configuring the Sector Agents' Weight
The agent weight is used by the algorithm Weight by Agents to define each user's priority in the distribution of new interactions. The higher the configured weight, the more likely that agent is to receive new interactions.
1. Select the agent
On the Support Team, click on the name of the agent you want to configure.
2. Set the priority
After selecting the agent, a side panel with their settings will be displayed.
Locate the field Priority and enter a whole number between 1 and 5, according to the table below:
Available Agent Weight Levels:
1
Lowest distribution priority. The agent will receive fewer interactions.
2
Low priority. The agent will receive a smaller number of interactions compared to users with higher weights.
3
Intermediate priority. Distribution will be balanced in relation to the other agents.
4
High priority. The agent will receive more interactions than those with lower weights.
5
Highest distribution priority. The agent will receive the greatest number of interactions compared to the other users in the queue.
3. Save the configuration
After setting the desired priority, click the Save, located in the upper-right corner of the screen.
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