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Glossary:Agent Capacity Rule

In Multimedia, a rule that specifies the maximum number of interactions of each media type that an agent can handle. Agent capacity rules are used in routing. If an agent is up to capacity for a given media type, the strategy still may send that agent additional interactions of other media types. An agent may have different settings for different media types; for example, a capacity rule may classify the agent as busy for chat interactions (he or she already is engaged in a chat), but not busy for e-mail interactions (he or she may be sent additional e-mail interactions).


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This page was last modified on November 18, 2013, at 18:00.