#Administration#ACD#Routing(ACD/IVR)Hello,
I'm trying to set utilization for agent but meanwhile can not find proper combination.
Requirement is:
Agent could be able to receive:
- 1 call always
- 1 Callback always
and the rest of utilization is for two multimedia interactions:
- 1 email and 1 generic
or 2 emails
or 2 generic
Meanwhile I set 51 % 1 for Call, 16% 1 for Callback but for the rest do not know how to set ones.
If I set email 8% 1, generic 8% 1 then there is limit for number of interactions of one type.
E.g. if agent has one call, one callback, and there are waiting 4 emails and one generic, he can receive just one generic and one email. If he processes generic then next email can not receive because there is limit of email to one email interaction at time.
If I change email 8% 2, generic 8% 2, then agent can receive 4 multimedia interaction, what is not acceptable situation.
Can someone explain how can be achieved condition : (1 email and 1 generic) or (2 emails) or (2 generic)
Thank you very much for help
Best regards
Pavel
#Routing(ACD/IVR)#SystemAdministration------------------------------
Pavel Broska
Alcasys Slovakia a.s
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