use-agent-capacity

[Jeff]

Hi,

a question about use-agent-capacity:

by default it is on, and if it is on, then after the first call, none of the subsequent calls go to the same agent. I always have to turn this to use URS.
Obviously, Genesys wants us to use this option, but I cannot find any decent documentation on it.

Can someone please explain to me what this option really does and how to properly use it?

Thank you very much!

[catanirex]

If you only use telephony you can set it to off, but if you use/plan to use Multimedia (Email/Chat/Open Media) you need to have it on. It is used in routing to Multimedia agents, since they do not have any DNs. An agent capacity rule (set these up with SS Capacity Rule Wizard) can say that a singe agen can handle 1 call, 3 emails and 2 chats at the same time.
Hope this helps!

[René]

Jeff,

As described in previous post capacity rules does allow you to define number of interactions an agent can handle at the same time. It's possible to use it for voice only but you have to assign a capacity rule to Tenant, Place or Agent. Please look at the document "Genesys 7.1 Resource Capacity Planning Guide" where you find detailed description how it works and how to configure it.

Cheers,
René