Targeting agents in multimedia

[sorav84]

Hi all,

I am facing this issue of interaction not getting targeted to agent. The following has been done -:

#Mutlmedia solution with email and chat has been deployed.

# I have logged in one agent on Multimedia switch ,added under targeting group Email distribution an Chat distribution.

#Agent has been logged in on Agent desktop.

Whenever I try to target agent , there is no notification of email on agent desktop. I have to go to Contacts--->History Tab--->Actions--->open mail.Then I can send reply and I receive the same on outlook client.

Whenever I try to target agent for chat , all i see is chat in history tab , not able to open it. No notification so that I can chat.

In URS logs all I see is

[17:0e] VQ 01c9a1e0 (virtual queue "", id=15137), (1 Targets): SELECT MAX by statistic <StatTimeInReadyState>(random  )
    _M_I_3e65024c57ac1482 [17:0e] VQ 01c9a1e0 Target "[color=red][b]Chat Distribution"(01c9a0e0): empty(3-3 components) passed[/b][/color]
    _M_I_3e65024c57ac1482 [17:0e] VQ 01c9a1e0 (virtual queue "" id=15137): Target for routing was NOT SELECTED (0 1 0 0 0)
    _I_I_3e65024c57ac1482 [07:0a] HERE IS WAIT (-1 sec)
    _I_I_3e65024c57ac1482 [07:0a] HERE IS WAIT (10 sec)

I am using examples of ABC simple BP and ABC simple chat from routing strategy examples. Let me know if there is any configuration missing.

[Kubig]

Did you configure Capacity rules? Is your agent correctly logged into the chat channel?

[sorav84]

Hi,

I didn't configure capacity rules. I have logged agent by selecting email and chat at login screen.



I am new to multimedia ,hence please excuse any rookie question.

Is capacity rule necessary. As far as , from what i have read , it is only necessary to limit interaction to agent. I am using lab setup hence i don't felt necessary to configure this.
[img]http://file:///C:/Users/Saurabh/Desktop/login.JPG[/img]

[sorav84]

Hi,
Now I have configured capacity rules and applied to agent. But still no luck.

Any suggestion form experts out there.

Thanks

[Kubig]

What about agent status on specific channels? What shows CCPulse for example? What says URS logs about target status? What type of target are you using (skill, VAG, AG, agent, etc.)? Please, describe what have you find out within your analysis. Nobody there will be possible to give you solution without any details info and description.

[sorav84]

Hi Kubig,

Thanks a lot for your replies. I have resolved the issue. It was a stupid mistake i did-

# I tried voice calls after this and facing similar sort of issue. Then I added connection of URS in statserver's connection, restarted statserver.
 
and voice calling worked after that.

# I  also added capacity rule to all agents under agent group.
I am using two grps - Email distribution and Chat distribution.
Agent -mm_agent_1 and mm_agent_2

Then i tried chat from webapi server  webpage (as provided with package)  and email from my outlook client.

It worked fine. Thanks again. Let me know if anyone needs more details, may be you are in pinch and iI have encountred that error already.

Thanks
saurabh