Capacity rules getting failed

[jpsand]

Hi All,

Here a strange thing happened where the agent has been assigned a capacity of three mails but he is receiving 4 mail interactions on GAD which is contradiction to the capacity rule.
What would be the reason ?

capacity snapshot in stat server logs:

Status: Capacity snapshot for place 'XXXXXXXXX), agent 'XXXXXX' (CR='3email_capacity')
  media_state    current_number  max_number      routable     
  --------------- --------------- --------------- ---------------
[ R              4              3              0              ] <-- email
[ NR              1              1              0              ] <-- voice

Thanks in advance,

[cavagnaro]

But it says max 4... So....how is your capacity rule created?


Enviado de meu E6633 usando o Tapatalk

[terry]

In general there are many ways to bypass capacity rules - force types of routing, or interaction might be delivered to agent without URS (or other component which reacts on agent capacity) involvement at all. Just check through logs, etc who and why send to agent 4th interaction

[jpsand]

Thanks All,


This issue had occured due to the system performance degradation causing delay in connecting to interaction server which was supposed to block the agent once it receives the interaction.Since there was a delay agents were receiving more interactions than they are assigned to...