mutimedia in config the capacity rules

[kay]

hello:
    I meet a problem ,when i create a capacity rule that contains 1 voice ,1 email and 1 chat , I find when a agent answers a call ,he or she can't accept interaction such as chat and email ,and a agent accepts a interaction such as chat or email ,the customer call can't enter.
    while i modify the capacity rule that contains 1 voice , 1 email and 4 chat in order increase the agent the ablity of handling the number of chat, the strange happens that when a agent answers a call ,he or she also can accept the chat sent by customer. however ,i want to let the three media type (voice , chat ,email) is indispendence.
Please help me !
     

[René]

Hi Kay,

Configuration of capacity rules consists of two steps:

1st - Specify number of allowed concurrent interactions per media channel
2nd (optional) - Defined dependency between media channels (= when particular media channel should be considered as busy)

Second step requires Capacity Rule Editor to be installed. You can find installation package on StatServer CD (folder "configuration_wizard_capacity"). Editor is extension of Configuration Manager. You can find more detail in "Genesys 7.6 Resource Capacity Planning Guide".

R.

[kay]

hi
    I creat the capacity rule in CME after i install the configuration_wizard_capacity and i set the Resource capacity
in Capacity Rule Editor.here is the description:
[b]email, if the resource is involved in at least one of the following
    3 or more any interaction(s)
chat,if the resource is involved in at least one of the following
    2 or more any interaction(s)
voice,if the resource is involved in at least one of the following
    1 or more any interaction(s)[/b]
This configuration brings to when a call is answered , the chat or email also enter to this agent, however, when a chat or email accepted ,the customer call don't arrive to this agent.

You said [i]specify number of allowed concurrent interactions per media channel[/i], I don't understand how and where can i [i]specify number of allowed concurrent interactions per media channel[/i]. Can you tell me in detail?

[cavagnaro]

In the strategy, did you defined which media channel to look for or just look for the agent status?

[kay]

No I didn't defined which media channel to look for for the agent status ,
I am terribly sorry ,can you tell me how to define  media channel to look for the agent status in detail.

[cavagnaro]

Check for UseMediaType function.

[René]

Kay,

System behaves exactly as you configured it. Your capacity rule says that voice channel is considered to be busy if there is 1 or more interactions handled by agent. So system considers agent handling email as busy = call cannot be routed to that agent.

[quote]You said specify number of allowed concurrent interactions per media channel, I don't understand how and where can i specify number of allowed concurrent interactions per media channel. Can you tell me in detail?[/quote]

You can define max capacity on Advanced tab of Script object in CME.

R.

[cavagnaro]

Hum but he can order URS to ignore the status and still route the call, but will also overrule when the agent puts in NotReady...right? So maybe a combination or some way to control this?

[kay]

hi cavagnaro
   
you said use the function UseMediaType, this function define the media type(for example voice) and then the call routes to the target (I select Agent Group) which the agent (A)with the mediaType can be routed to this call ,Right?

If I create a capacity rule containing  a voice ,two chats and three emails ,and agent(A)override this capacity rule when another call whin other media type(such as chat) come in ,Does this call can route to this agent?

[René]

Kay,

It is recommended to use UseMediaType function in routing strategy when routing different media like voice, email, chat etc. to the same agents. It seems URS doesn't recognise media type correctly in such situation.

It's possible to tell URS to ignore agent's status and route interaction to an agent even agent is busy but that doesn't work when agent capacity model is enabled. URS will ignore the function UseAgentState.

R.

[kay]

René

I have found some article that describe the function of [b]UseAgentState[/b]. It tell us we can route a call or interaction according to the condition of the UseAgentState[condition].

For example , I created a section AgentStates in Annex of URS. Under that section, i have the option ChatReady and the value is ready[chat]-busy[acdposition]>0, and then set UseAgentState[ChatReady] in my strategy, after that a agent is ready in CCP,but when a chat interaction come in ,it doesn't route to the agent, here is the log of URS.

===========================================================================
received from 65202(TServer_Simulator)demosrv.genesyslab.com:3333(fd=) message EventACK
AttributeUserEvent RequestDistributeEvent
AttributeThisDN 'MM_VQ'
AttributeReferenceID 4294967295
AttributeTimeinSecs 1259086805 (10:20:05)
AttributeTimeinuSecs 828000
AttributeCustomerID 'Resources'
AttributeEventSequenceNumber 00000000000013f9
10:20:06.000_M_I_ [10:1d] PULSE (calls: 1(1)=1+0-0, targets=1, time=1259086806, mem=0,48905,1531,229,168,0)
10:20:06.000_M_I_ [10:1d] virtual queues allocation pattern: static=(13 256 128) dynamic=(3 1/1024)
   _M_I_0000000000000000 [10:20] try to route to agent "MCR_Agent0" (place "Place_6000_MCR", 3 ready DNs reported): Target 0260ce40 VQ 02609060
   _M_I_ [10:20] VQ 02609060 is ignored: agent not ready(stat)
10:20:07.031_G_I_ [01:0b] look for hanged interactions: 1 at all now
10:20:07.031_G_I_ [01:0b] there are 1 calls in progress now
10:20:08.000_M_I_ [10:1d] PULSE (calls: 1(1)=1+0-0, targets=1, time=1259086808, mem=0,48905,1531,229,168,0)
10:20:08.000_M_I_ [10:1d] virtual queues allocation pattern: static=(13 256 128) dynamic=(3 1/1024)
   _M_I_0000000000000000 [10:20] try to route to agent "MCR_Agent0" (place "Place_6000_MCR", 3 ready DNs reported): Target 0260ce40 VQ 02609060
   _M_I_ [10:20] VQ 02609060 is ignored: agent not ready(stat)

==================================================================================

Please analysis the log below ,
the version of URS is 7.6 and capacity rule (1 voice,2 chat ,3 email)

[René]

Kay,

Forget the function UseAgentState. It won't work! Please write me what you want to achieve and I will post here configuration of capacity rule you should use.

R.

[kay]

René

The customer's purpose is that when a call come to a agent and the agent answers this call ,but he or she can't accept a interaction (such as chat or email);when he or she accepts a interaction (such chat or email) ,a call will not route to he or she .
In addition agents have ability of multiple chats , multiple emails and a voice. 

[kay]

hi
    Please help me!

[René]

Hi Kay,

I was busy yesterday so not able to reply. Based on your information the rules are:
- voice channel should be considered as busy if agent is handling chat or email interaction or voice interaction (only 1 voice interaction at the time is allowed)
- email channel should be considered as busy if agent is handling 1 voice or 2 email interactions
- chat channel should be considered as busy if agent is handling 1 voice or 2 chat interactions
- agent can handle multiple chat/email interactions in the same time.

Please see attached screenshot showing configuration of capacity rule that should be assigned to the agents. Please ensure that agent capacity model is used by URS and StatServer. Check that key "use_agent_capacity" in options of URS application is set to "true".

Last note - please modify conditions related to email and chat interaction as you need.

R.