I would like to review some of the possibilities in WDE to provide some tactical fix for blend agents to workitems equally to that voice calls they handle. Currently due to various verification time in different URS , we are trying to do this.
Whenever we make the agent global ready and the agent has two channels voice and workitem , the voice T-server gets the ready request first and then once acknowleged , workitem channel ready is sent to IXN Server.
IS there any way , I could change the order of login in WDE so that the IXN Server receives ready request first and Voice channel get the ready request next ?
I would ask, why on earth?
IXN interactions are kinda passive, except maybe for chat, but voice, is there, your customer is alive waiting for you…so you are still trying to hit on them when that is the most valuable channel??? Makes no sense
Definitely accepted . Voice is the valuable channel.
The problem is the IXN uses a different URS and voice uses a different URS. Now since the Voice URS verification time is lesser than IXN URS verification time more voice calls are pushed and some of the key work items are present to agent delayed. Deploying the agent reservation would take some time . So for now we want some tactical option to solve this so we thought if we always send the IXN ready request first and voice next then possibly we could try to split things equally .
For customisation if you give what to refer in SDK we will be able to check.
