Capacity Rule

Hi,
Do we create capacity rule which allows agent to handle only chat calls. Even if we made voice calls the call has to be in queue.

I created a capacity rule like

Chat if the resource is involved in atleast one of the following
1 or more chat interaction

But this capacity rule is allowing a voice call when agent is idle.

Kindly let me know the way to create it only for voice…

Thanks…

While working with Resource Capacity Rule select only CHAT options in defining the capacity rule. Then only chat will be enable.

Just try it…i think you should get it.

thx.

Hi,

Check the URS option use_agent_capacity if it is set to TRUE.

E.