Delivering VOICE/EMAIL/CHAT one at a time for same agent

Genesys Cloud Routing
1

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!

2

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