Genesys CTI User Forum

Genesys CTI User Forum => Business Side of Genesys CTI => Genesys CTI-related Products => Topic started by: arvindchaudhary18487 on January 06, 2017, 08:58:16 AM

Title: prioritize channel capacity rule
Post by: arvindchaudhary18487 on January 06, 2017, 08:58:16 AM

In case agent has multiple channel assigned through capacity rule .
Is Genesys able to prioritize channel? is there any such configuration to set the priority of each channel.
  Eg :always send voice to agent first – assuming both voice and chat  come in at the same time.

Title: Re: prioritize channel capacity rule
Post by: cavagnaro on January 07, 2017, 01:57:36 PM

Search for "priorities" on the forum

Enviado de meu E6633 usando Tapatalk

Title: Re: prioritize channel capacity rule
Post by: alejandro.echeverri on December 04, 2017, 02:51:52 PM

Hi,

If you use the same virtual queue in both targets, you can use priority as cavagnaro said.

Regards.