Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: molkemon on July 05, 2019, 11:51:15 AM
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Hello,
our capacity rule is set up that our agents can receive one voice OR one chat interaction.
After a call ends, our agents are in ACW without a time cap, they have to manually set ready status before they can receive the next interaction.
capacity-treat-acw-as-interaction is set to yes so during ACW, no chats can be routed to an agent.
We are only using global states, agents cannot switch channel states independently.
We are now facing the issue that if an agent switches to any NotReady state, say Lunchbreak or whatever, the very moment he switches his status, he will receive a chat interaction (if one is waiting).
What I suspect is happening is that there is a few millisecond delay between the voice channel and the chat channel switching state, so when voice channel switches first from ACW to NotReady, the chat channel remains on ready for a few ms and can now receive chats because the voice channel no longer has an interaction happening.
How can we prevent this? Is there a way to set up the capacity rule so that chats are only routed if voice channel is ready rather than "does not have an interaction"?
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Maybe at URS add 1 second delay with verification time option
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