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When the invitation is about to expire, visual and audible alerts warn you.

When the invitation is about to expire, visual and audible alerts warn you.

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Alternatively, if your administrator has set up a waiting session rule for this queue, the session either gives an audible and visual alert when it is overdue, or it is transferred to an overflow queue.

If that overflow queue has a waiting session rule set up that transfers the session back to the first queue, the session could potentially bounce back and forth between the queues until it is accepted.

If you have permission to manually accept sessions from a team queue, either double click the customer entry or select the entry and click the Accept button.

Equilibrium is used to control the routing of Intelligent Support Collaboration requests, where a support session can be shared with one or more representatives.

If there is a tie, the session is assigned to the least busy representative, based on the number of sessions that representative is supporting and how long they have been available.

When a session is assigned to you, you are given a prompt to accept or reject the session, along with visual and audible alerts if enabled.If Equilibrium is set up to route incoming support requests based on skills match, sessions are assigned to the best-suited representative available.When a session enters a queue that has skills-based routing enabled, that session is automatically assigned to the representative with the best skills match.The main STEP question (2009 STEP 1 Question 8) is about the intersections of lines and circles. Remember that you can discuss this assignment and get help or hints if you are stuck on the STEP Support discussion forum.There is a discussion of a very similar "Blue eyes" problem here.If you need help during a session, you can invite an additional representative to join you by clicking the Share button in the session tools. You can use Request Help to route your request so that it is targeted at a specific support issue.Only issues that have been configured to allow you to request help display on this list.A created invitation can be associated with a new skill set, priority, and team that have been previously configured by the administrator.When targeted to a support issue, the invitation request uses the Skills, Priority and Issue Description parameters associated with that particular issue.STEP questions are difficult, they are supposed to be and you should expect to get stuck.However, as you tackle more and more STEP questions you will develop a range of problem solving skills (and spend less time "being stuck").


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