Capacity Rules

The Capacity Rules window enables you to set Capacity Rules for various operations in your environment. For example, you may choose to set Capacity Rules for how many voice interactions or email interactions, or a combination of both, can be processed at one time.

Click Display Options below to learn more about the list and how it can be sorted or searched; or, click Actions to learn more about possible actions you can perform in this window.

The Capacity Rules list displays the Capacity Rules in your environment. The list is organized in a hierarchy, starting with Tenants, configuration units, sites, and folders.

Important

Capacity rules that are disabled will appear grayed out in the list.

This list respects tenancy permission settings. You can access only those objects that you have been granted permission to access.

You can filter the contents of this list in two ways:

• Type the name or partial name of an object in the Quick Filter field.
• Click Tenant Filter to open the Tenant Filter window. In this window, click the check box beside each Tenant that you want to select. Use the Quick Filter field in this panel to filter the Tenant list.

You can sort the items in the list by clicking a column head. Clicking a column head a second time reverses the sort order.

Click a Capacity Rule to view more details about the rule in a new panel that opens to the right. In the new panel, you can click Validate to validate the Capacity Rule. From this panel, you can also edit Access Control. You can perform the following actions:

Creating Capacity Rules

[+] Show Procedure

Procedure: Creating Capacity Rules

Steps

1. Click New.
2. Enter the following information:
   • Capacity Rule Name—The name of the Capacity Rule.
   Important
   The Capacity Rule Name field must be unique in the environment.
   • Description—A description of the function of the Capacity Rule.
   • Tenant and Folder—The Tenant and folder to which this Capacity Rule belongs. Click Browse to locate the folder in which the script is stored, or type the name of the folder in the Quick Filter field.
   Important
   The list of displayed folders is based on each Tenant's access settings.
   • Media Types—Click New to select which media types will be monitored by this Capacity Rule. For more information, see Media Types.
3. Click Save.

Media Types

[+] Show Procedure

You can add one or media types to Capacity Rules to specify how many instances of each media type are allowed simultaneously.

Procedure: Adding Media Types to Capacity Rules

Steps

1. Perform one of the following actions:
   • Click New, and create a new Capacity Rule.
   • Click an existing Capacity Rule in the Capacity Rules panel.
2. In the Media Types section, click New to add media types to the Capacity Rule. A new panel opens to the right.
3. In the new panel, click the Media Type drop-down menu to select a media type. A new section called Conditions displays.
4. Set the conditions for the media type.
5. Click Save.

Conditions

By default, the maximum value of the media type is 1. You can click the [media type] exceeds 1 button to set a new maximum value. For example, if you select Voice as a media type, click Voice exceeds 1 to open a new panel, and enter a new value in the Maximum Capacity field. Click OK to save the change.

You can also mix media types for the Capacity Rule. For example, you could set a Capacity Rule that allows one Voice interaction and one Email interaction (for a total of two simultaneous interactions). Alternately, you could set a Capacity Rule that allows one Voice or one Email interaction, but not both (for a total of one simultaneous interaction).

Procedure: Adding an and Condition to a Media Type

Steps

1. In the Conditions drop-down menu, click and. A new panel opens to the right that allows you to add a condition.
2. Click the Media Type drop-down menu, and select a media type.
3. Enter a value in the Maximum Capacity field.
4. Click OK to add the condition.

Procedure: Adding an or Condition to a Media Type

Steps

1. In the Conditions drop-down menu, click or. A new panel opens to the right that allows you to add a condition.
2. Click the Media Type drop-down menu, and select a media type.
3. Enter a value in the Maximum Capacity field.
4. Click OK to add the condition.

Deleting Capacity Rules

[+] Show Procedure

There are multiple methods to delete a Capacity Rule. Choose a procedure below:

Procedure: Deleting a Single Capacity Rule

Steps

1. Select a Capacity Rule in the Capacity Rules list. More information about the Capacity Rule is displayed in a new panel to the right.
2. In the new panel, click Delete.
3. A dialog box displays to confirm the action:

• Click OK to continue.
• Click Cancel to discard the action.

Procedure: Deleting Multiple Capacity Rules

Steps

1. In the Capacity Rules list, click the check box of each Capacity Rule that is to be deleted.
2. Click Bulk Change, and select Delete from the pop-up list of options.
3. A dialog box displays to confirm the action:

• Click OK to continue.
• Click Cancel to discard the action.

Copying Capacity Rules

[+] Show Procedure

Procedure: Copying Capacity Rules

Steps

1. Select a Capacity Rule to copy. More information about the Capacity Rule is displayed in a new panel to the right.
2. In the new panel, click Copy. A new panel opens to the right.
3. Enter the following information:
   • Capacity Rule Name—The name of the Capacity Rule.
   Important
   The Capacity Rule Name field must be unique in the environment.
   • Description—A description of the Capacity Rule.
   • Tenant and Folder—The Tenant and folder to which this Capacity Rule belongs. Click Browse to locate the folder in which the script is stored, or type the name of the folder in the Quick Filter field.
   Important
   The list of displayed folders is based on each tenant's access settings.
   • Media Types—Click New to select which media types will be monitored by this Capacity Rule. For more information, see Media Types.
4. Click Save.

Enabling or Disabling Capacity Rules

[+] Show Procedure

There are multiple methods to enable or disable a Capacity Rule. Choose a procedure below:

Procedure: Enabling or Disabling a Single Capacity Rule

Steps

1. Select a Capacity Rule. A new panel opens to the right.
2. In the new panel, perform one of the following actions:

• If the Capacity Rule is currently enabled, click Disable.
• If the Capacity Rule is currently disabled, click Enable.

Procedure: Enabling or Disabling Multiple Capacity Rules

Steps

1. In the Capacity Rules panel, select the check box beside each Capacity Rule that you want to enable or disable.
2. Click Bulk Change. A pop-up menu displays. Select Enable to enable the selected Capacity Rules or Disable to disable the selected Capacity Rules.
3. A dialog box displays to confirm the action:

• Click OK to continue.
• Click Cancel to discard the action.

The Access Control panel lists the access groups and users that have been configured explicitly with permissions for this object. When you are setting permissions, it is normally performed with the user(s) or access group(s) for which you want to grant access. This feature improves the manner in which permissions are set, and the scope is limited to managing permissions for a single database object. For additional instructions about granting, modifying, and removing permissions, refer to the Genesys 8.1 Security Deployment Guide. You can perform the following actions:

Creating Access Permissions

[+] Show Procedure

Procedure: Creating Access Permissions

Steps

1. Select an object.
2. Click Related and select Access Control. The Access Control panel opens.
3. Click New. A new panel opens to the right.
4. In the Object Type field, select the configuration object type to which this access permission applies.
5. In the Configuration Object field, select the configuration object to which this access permission applies.
6. In the Access Permissions list, select the access permissions to apply:

   Property	Description
   Read (R)	You can view details for this object.
   Create (C)	You can create objects of this type.
   Update (U)	You can change, or modify, this object.
   Execute (X)	You can deploy, start, stop, or otherwise activate this object.
   Delete (D)	You can delete this object.
   Read Object Permissions (RP)	You can view access permissions granted for this object.
   Change Object Permissions (CP)	You can change access permissions granted for this object.

7. Perform one of the following actions:
   • Click Save to accept the changes.
   • Click Cancel to discard the changes.

Changing Access Permissions

[+] Show Procedure

Procedure: Changing Access Permissions

Steps

1. Select an object.
2. Click Related and select Access Control. The Access Control panel opens.
3. Click an object in the Access Control panel to modify its access permissions. A new panel opens to the right.
4. You can change any or all of the following options:

   Property	Description
   Read (R)	You can view details for this object.
   Create (C)	You can create objects of this type.
   Update (U)	You can change, or modify, this object.
   Execute (X)	You can deploy, start, stop, or otherwise activate this object.
   Delete (D)	You can delete this object.
   Read Object Permissions (RP)	You can view access permissions granted for this object.
   Change Object Permissions (CP)	You can change access permissions granted for this object.

5. Perform one of the following actions:

   • Click Save to accept the changes.
   • Click Cancel to discard the changes.

Deleting Access Permissions

[+] Show Procedure

Procedure: Deleting Access Permissions

Steps

1. Select an object.
2. Click Related and select Access Control. The Access Control panel opens.
3. Click an object in the Access Control panel to modify its access permissions. A new panel opens to the right.
4. Click Delete.
5. A dialog box appears to confirm deletion. Perform one of the following actions:

• Click OK to confirm deletion.
• Click Cancel to cancel deletion.

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Related Links

• Skills
• Agent Groups
• Agent Groups
• Skills
• Access Groups