main difference between virtual queue and interaction queue

[Raja12398]

main difference between virtual queue and interaction queue

[Kubig]

OMG. Try to read and learn something about Genesys.

In general, iq is used within MCR/eServices solution as an "point" where the interaction are "routed/forwarded" on Genesys level. VQ is used for reporting purposes.

There are many differents and both queue are for providing totally other services, but descibe them within one topic is not possible at all.

[Raja12398]

one logical question then..
Ex :
if spanish mailbox (email) is routing through Spanish skill..we create a skill name Spanish..create a agent group name spanish.. add the skill in script tab of this agent group..add a vq to that agent group..though that vq , we can monitor that , how many email is on queue etc in cc pulse..

then what is use of interaction queue? i have use it to see iwd related queue statistic there..(cc pulse)..

could you please throw some more light on this..i know you are expert (sme)..

Thanks
Raja

[Kubig]

VQ is in general for reporting purposes, IQ is used within MCR layer (imagine - something like RoutingPoint for voice). Each IQ should be linked to some physical strategy, which is executed when the interaction goes to this IQ. VQ is used within the routing strategies - as I said, in almost cases for reporting purposes as a counters for specific service, product, team, etc.

[Raja12398]

What we create in BP (eservices), like queue, (inside that we can create multiple view).. that queue is what we call interaction queue..that we monitor in cc pulse?

Thanks
Raja

[Kubig]

You can monitor them through any StatServer having Java extension implemented.