Interaction distributed during Pseudo ACW Mail

[les_forbans]

Hi Folks,

I went through the forum and didn't find in any topic a solution for my issue.
I have a Customer that wants to distribute 1 single interaction to agents for both media (Mail and Voice) and set up an acw period for email interaction.
Everything works => Agent close the mail goes to acw and receives another mail after the period.
Ajusting capacity rule and capacity-treat-acw-as-interaction the agent doesn't receive a voice call while handling an email.
The problem I have is when the Agent closes his email and goes to wrapup on email channel, he his considered as routable for voice.

In stat Server logs:
- Agent treats email:
10:56:59.029> Status: Capacity snapshot for place 'Place_4081'('Resources'), agent '17966'('Resources') (CR='CR_default')
  media_state    current_number  max_number      routable     
  --------------- --------------- --------------- ---------------
[ R              1              1              0              ] <-- email
[ R              0              1              1              ] <-- voice

Agent closes his email

And immediately:
10:58:13.794> Status: Capacity snapshot for place 'Place_4081'('Resources'), agent '17966'('Resources') (CR='CR_default')
  media_state    current_number  max_number      routable     
  --------------- --------------- --------------- ---------------
[ NR              0              1              0              ] <-- email
[ R              0              1              1              ] <-- voice

=> the waiting call is Distributed !!
10:58:13.872 Int 04543 Interaction message "EventRinging("4081")" received from 65519 ("TServerA4400")
10:58:13.872> Server: Switch 'SwitchA4400'->'EventRinging'

the URS verification_time is not applied as the agent is considered available on his voice channel.

It means that the pseudo acw period applied on email channel is not taken into account by TServer.
All this seams normal or "work as designed" but if anyone has an idea about what can be done in order to prevent agent to receive calls while he  is in acw email period, I will be glad to receive any advice.

Thanks a lot.

[cavagnaro]

That is because actions and status precedence...your ACW is only for email, not for voice...
https://docs.genesys.com/Documentation/RTME/latest/User/PlaceAgentStatus
You can adjust...but be very careful

[les_forbans]

Thank you Cavagnaro !

Considering this option in StatServer Dep Guide : I see
DefaultAgentSPT,
DefaultDNSPT,
DefaultRPSPT => Warning! Do not change these options without consulting a Genesys technical representative.

Ok I have a test environment and a statserver reserved for routing.
(other statserver apps are used for reporting purposes)

Does somebody experienced modifying this option in a similar case ?
The goal acw status on email channel takes precedence to the ready status on voice

[cavagnaro]

Would suggest opening an eSR and they will help you with your environment and tests

[terry]

In log voice status is the same in both cases: 0 1 1.
No mistake here?
Meaning  what exactly prevent URS from routing in first place, as according to capacity agent is ready for voice in both cases?

[les_forbans]

Thanks Cavagnaro, i will try to handle it by contacting TS.

Hi Terry,
Capacity rules are designed for 1 interaction (1 mail or 1 voice).
The CR definition prevent call distribution when agent is handling the mail.
When he closes the mail, he goes to acw but the Capacity rule doesnt prevent an immediate call distribution.
=> Phone rings when agent is in acw.