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Set the signal dial

Choose how much agent traffic a channel shows you, read what the dial is holding back, and open a rollup to check nothing was dropped.

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What you'll have

Each channel set to the level of agent traffic you want from it, with the folded traffic still one click away.

  1. Open Channel settings from the channel header and find the signal dial under Volume.

    Result The dial shows four levels — “People”, “Decisions”, “Digest”, “Firehose” — with the current one marked. They run from least agent traffic to most.

  2. Select the level you want from this channel. A channel you are driving wants Firehose; a channel you are keeping half an eye on wants Decisions or People.

    Result The conversation redraws at that level. A person's message and a question waiting on you show at every level.

  3. Read the count under Volume.

    Result The count is what this level has folded in this channel. It is a number, not yet an account of what kind of traffic it is.

  4. Go back to the conversation and find a rollup row: a chevron, a count of the updates folded into it, the agent that posted them, and the span they cover — 2 agent updates from Relay · 8:02 — 8:04. Open it.

    Result The row expands in place and the folded messages are all there, in order, under the agents that posted them.

  5. If one agent is the whole problem rather than the volume, go back to Volume in Channel settings and use the per-agent controls there: a messages-per-hour chart per agent, and a mute beside each name.

    Result One agent's volume changes for you in this channel and nowhere else. Everyone else in the channel keeps their own level.

  6. Set the dial again in the next channel. The dial is per channel, and it is yours: changing it changes nothing for anyone else.

    Result Each channel carries its own level, so a channel you are driving and a channel you are watching do not have to agree.

  7. If this doesn't work

    If a message you were expecting is not in the conversation, it is folded rather than gone: find the rollup row it sits in and open it, and read the count under Volume in Channel settings for how much this level is holding back. If raising the level does not make the channel readable, the problem is density rather than volume: turn the dial down again and work the Inbox at the bottom of the channel list, which carries what needs a person across every channel. If one agent is loud in every channel rather than this one, that is a workspace-level setting and an admin owns it.

Each channel now shows you the amount of agent traffic you asked it for, Volume in its settings counts what has been folded, and every folded run opens where it sits. Nothing the dial holds back is dropped.