Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: singhisking on June 16, 2015, 04:04:08 PM

Title: Capacity Rules - Eservices
Post by: singhisking on June 16, 2015, 04:04:08 PM

Hello SMEs, I am working on deploying Chat at client site. Use case is if customer logged into web and then initiate the chat, it will be a secured chat . If customer on public page and initiate  chat then it will be a Unsecured chat.

On agent side ,client request to have capacity sure of  3 Unsecured chat allowed same time and only 1 Secure chat.

How can define such rule for same agent, an agent can answer 3 unsecured chat max or if he on unsecured must not received secured chat.,

if agent on secure chat then no unsecured or secured chat must land. Only 1 secured chat allowed at any given time.

Any suggestions ? How to manage this from  capacity rules or write a strategy ?

Title: Re: Capacity Rules - Eservices
Post by: Kubig on June 17, 2015, 06:03:29 AM

From my point of view, the best way is through the capacity rules. If you create new MediaType for secured chat - for example "secure-chat" - you use them later within capacity rules editor and manage your needs. I have not tested this scenario exactly, but in general, it has to work :)