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title: "Channel Blending"
canonical: "https://help.telegra.de/space/MCCE/9561348868596/Channel%20Blending"
format: markdown
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Channel blending automatically assigns incoming calls to the most appropriate agent when agents with multiple skills belong to a group. By default, calls, chats, and mails are automatically assigned to the next available agent. Emails are excluded from this. You can select which type of objects are automatically assigned to agents by enabling or disabling automatic assignment for each channel type. (***System → Channel Configuration > Capabilities***).

> 📝 **Note: **When automatic assignment is enabled for web chats, an icon (a ringing bell) is displayed when a chat arrives in an agent's inbox. This is called push procedure, or push distribution.
> 📝 
> 📝 When automatic allocation is disabled for a channel, agents must manually pick up chats from the queues. This type of distribution is called a pull method.

> 📝 **Note: **By default, calls always have priority over other channels. When a new call arrives, an agent who is currently in a chat or handling an email will be interrupted and assigned the call if no other suitable agents are available to handle the call. However, the default blending rule settings can be customized to meet the needs of the organization.

## This is how the formula for blending channels works

Each channel type (the channel priority) and each queue (the queue weight) is assigned a priority value. These values, along with the waiting time in a queue, are used in an algorithm (the blending formula) to determine the next request to process for all elements of different types. The blending formula is:

**Minutes in queue + (channel priority * constant multiplier) + (queue weighting)**

When an agent becomes available (e.g., after completing its current task), the blending formula is used to find the next (most appropriate) request for the agent to handle. To do this, all queues for which the agent is currently active - for all channel types - are considered and the relative priorities of the top waiting requests in these queues are compared.

The blending algorithm calculates (based on the amount of time in the queue, the priority of the request, a global variable value, and the queue priority) which of these requests has the highest global priority. It then selects the request with the highest global priority to deliver to an agent.

For example, consider a mixed formula with the following settings:

![Mischformel für Channel-Blending Einstellungen](media://7dd19171-9174-486e-a3cd-b693bc6b350e)

- The constant multiplier is set to 7.37.
- The channel priority for calls is set to 100.
- For the channel type e-mail, the channel priority has been set to 9.
- The queue weighting is set to 0.

The formula would be:

**(Time in queue/60) + (Channel priority * 7.37) + (Queue weight)**

This would mean that an e-mail would have to wait in the queue for 12 hours and 12 minutes before it gets priority over a voice call.

> 📝 **Note:** In addition to the above priority values, you can also apply different priorities to individual requests on different channels by configuring parameters in the Chat Flow for different queues. 
> 📝 
> 📝 For example, you can specify that an email from a VIP customer is always more important than a call from a regular customer. 
> 📝 
> 📝 For the corresponding Chat Flow, this is done in a Set Variable node (before a Join Queue node) by specifying the priority of the channel elements as an integer parameter. 
> 📝 
> 📝 By default, each element takes the priority value of the queue.

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