Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: dendara on July 20, 2016, 06:34:32 PM

Title: Delivering VOICE/EMAIL/CHAT one at a time for same agent
Post by: dendara on July 20, 2016, 06:34:32 PM

Hello SGGU.

I tried looking for any details of this, but didn't find anything.

We are trying to understand how we can create the following scenario.

- Deliver either one of these three media ONE at a time to an agent.
- Assume the agent is skilled correctly to handle this.
- The use WWE for receiving EMAIL and CHAT
- Hard phone for their VOICE ( NOT WWE integrated )

From what I understand it seems that Genesys capacity rules is where this needs to be.

How would that need to implemented or setup?

I hope my scenario is clear. Please post if anything needs more details.

Thanks!

Title: Re: Delivering VOICE/EMAIL/CHAT one at a time for same agent
Post by: cavagnaro on July 20, 2016, 07:37:51 PM

You want agent to be able to handle 1 voice, 1 email and 1 chat at same time as maximum capacity?
Or just 1 media (no matter which) at any time?

#1::
Just create a capacity rule where
Email = 1
Chat = 1
Voice = 1

Be sure URS is configured to use Capacity Rules on routing.

#2::
http://www.sggu.com/smf/index.php/topic,4931.0.html