Capacity Rule

[Lucy]

Hi,
Do we create  capacity rule which allows agent to handle only chat calls. Even if we made voice calls the call has to be in queue.

I created a capacity rule like

Chat if the resource is involved in atleast one of the following
1 or more chat interaction


But this capacity rule is allowing a voice call when agent is idle.

Kindly let me know the way to create it only for voice....

Thanks....

[Prashant]

While working with Resource Capacity Rule select only CHAT options in defining the capacity rule. Then only chat will be enable.

Just try it....i think you should get it.

thx.

[ecki]

Hi,

Check the URS option use_agent_capacity if it is set to TRUE.


E.