Chat capacity rule ignoring conferences

[rnelson]

Let me preface this by saying that I have little to no experience with the administrative side of Genesys. I'm a developer on some in-house PSDK stuff, trying to do some research for others.

We've got a team working adding chat support to our in-house softphone. Completely ignore voice for now.

The agents are configured with a capacity rule that allows 2 simultaneous chats. What we've noticed is that agents can conference a queue, and the conference request doesn't factor in capacity. It's possible for an agent to have 2 concurrent chats, then be conferenced in (as a member of a queue) and receive a third chat, then be conferenced in (again, as a member of the queue) and have 4 concurrent chats, twice what they should.

Is there a configuration that's missing here, something that would tell it to not allow them to be confereced to a third chat? Or does the softphone need to decline that conference and send it back to the queue?

[cavagnaro]

Well... There are a couple of concepts here.
1. Capacity rules applies only to interactions routed via URS.
2. A consult interaction is considered as an internal interaction, not a business one (customer). This because there is an agent making a consult to you.

This being said, no, you can't limit the number of consult interactions, but you can fordid the consult, or do a consult via a Queue, so you can apply some business logic, like monitor what the agent is doing before asking the consult itself. Something like, if agent.currentInteractions <= 2 proceed.
Else, reject.

Here are the role settings you can use for limiting access on WDE

https://docs.genesys.com/Documentation/IW/latest/Dep/ChatPrivileges

Here a small brief on the routing based actions

https://docs.genesys.com/Documentation/IW/latest/Dep/IntercommunicationOptions

https://docs.genesys.com/Documentation/Options/Current/HTCC/HTCC-interaction-workspace#intercommunication-chat-routing-based-actions

A last option would be you to customize WDE with a Command Control (dll) that would override its native behavior and do whatever you want.

Regards


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