Hello,
Because the capacity rules are limited to media types I would like to know the effort in introducing a new media type to a Genesys environment supporting voice and eServices.
Use case:
There are authenticated chats, regular chats, authenticated email, regular email and voice calls.
There is a CRM limitation on the number of authenticated interactions that can be handled simultaneously. Therefore the capacity rule for any authenticated interaction must be 1.
The challenge:I want to build a capacity rule that allows an advisor to handle :
3 regular chats or 1 secure chat
1 voice call and 1 regular emails
2 chats and 1 secure chat
etc.
The problem:I can tag an interaction via routing strategies but the capacity rule does not care for kvps, only the media. E.g chat = chat regular or authenticated.
How do I solve this other than building custom media type or introducing two agent groups?