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Author Topic: Prevent Chat from being offered to an agent on Voice ACW  (Read 1385 times)

Offline molkemon

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Prevent Chat from being offered to an agent on Voice ACW
« on: July 03, 2019, 04:46:33 AM »
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Hello,

I need to prevent agents who are on ACW on the voice channel from receiving chats.
Chats should only be offered to an agent if he is ready on both voice and chat channel.
How would I best go about this?

Best regards
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Offline Kubig

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Re: Prevent Chat from being offered to an agent on Voice ACW
« Reply #1 on: July 03, 2019, 09:25:09 AM »
Set properly your capacity rules and also configure stat server to threat acw as an interaction (cannot recall the option's name - check docs for it)
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Offline molkemon

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Re: Prevent Chat from being offered to an agent on Voice ACW
« Reply #2 on: July 03, 2019, 10:22:03 AM »
Thanks, I found the option in the docs.

https://docs.genesys.com/Documentation/Options/Current/RTME/Stat_Server-statserver#capacity-treat-acw-as-interaction

Time to have a talk with our integrator....
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