Genesys Engage on-premises

 View Only


Discussion Thread View

  • 1.  Multichannel Implementation

    Posted 09-22-2019 01:19
    Hi All,

    Has anyone implemented multichannel with below scenario:

    Agents can handle 1 Voice OR 2 Chats. At any time agent cannot have voice and chat simultaneously.

    I have defined agents with 1 Voice OR 2 Chat capacity. In this case, agent continues to receive chats while voice is waiting in queue.

    1. 2 Chats are in queue.
    2. One agent logs in and is in ready state for both chat and voice.
    3. The agent receives one chat.
    4. The agent receives second chat.
    5. Now 1 Voice call and 4 Chats are in queue.
    4. When the agent finishes one chat, he receives second chat.
    5. When the agent completes the second chat, he receives the third chat.
    6. Till all chats are completed, the voice call remains in queue.

    Please let me know of a solution for the above scenario?

    There is no issue if we have 1 voice or 1 chat.
    #ArchitectureandDesign

    ------------------------------
    Rajesh Singh

    ------------------------------


  • 2.  RE: Multichannel Implementation

    Posted 09-23-2019 07:02
    Hi Rajesh,

    In what scenario do you expect the voice call to be delivered even if there is a chat waiting?

    What you are describing sounds like the capacity rule is set where voice channel is considered busy if there are one or more chats being handled. If that is the case and you want a voice call delivered while the is one chat being handled, then the rule must be changed where voice is busy if there are two or more chats being handled. That way, when there is one voice call at the desktop, a waiting voice interaction will be routed. 

    Keep in mind the priority setting of the interaction also. By default, I believe which ever interaction is waiting the longest gets routed, based on the target block. So if you have 10 chats in queue before the voice interaction, the voice would have to wait. If you want voice to always route first regardless of how long they are waiting, you'd have to set the priority of the voice interactions to be higher then the chat interaction.

    Regards,
    Daniel



    Original Message


  • 3.  RE: Multichannel Implementation

    Posted 09-24-2019 02:30
    Thanks Daniel for your response.

    The Business requirement is as below:

    1. Agents should be  able to receive 1 voice or 1 chat. 
    2. At any time, agent should not have voice and chat together.
    3. If there are no voice calls in the queue and there are chats in queue, in such situations, agents should be able to handle 2 chats.

    1 and 2 can be achieved by having a capacity rule of 1 voice or 1 chat.
    Not sure how to achieve point no 3.

    ------------------------------
    Rajesh Singh
    Infosys Limited
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources