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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: molkemon on July 03, 2019, 04:46:33 AM

Title: Prevent Chat from being offered to an agent on Voice ACW
Post by: molkemon on July 03, 2019, 04:46:33 AM

Hello,

I need to prevent agents who are on ACW on the voice channel from receiving chats.
Chats should only be offered to an agent if he is ready on both voice and chat channel.
How would I best go about this?

Best regards

Title: Re: Prevent Chat from being offered to an agent on Voice ACW
Post by: Kubig on July 03, 2019, 09:25:09 AM

Set properly your capacity rules and also configure stat server to threat acw as an interaction (cannot recall the option's name - check docs for it)

Title: Re: Prevent Chat from being offered to an agent on Voice ACW
Post by: molkemon on July 03, 2019, 10:22:03 AM

Thanks, I found the option in the docs.

https://docs.genesys.com/Documentation/Options/Current/RTME/Stat_Server-statserver#capacity-treat-acw-as-interaction

Time to have a talk with our integrator....