Media Types
You can add one or media types to capacity rules to specify how many instances of each media type are allowed
simultaneously.
To add media types to capacity rules, perform the following actions:
- Go to Accounts > System > Capacity Rules.
- Perform one of the following actions:
- Click the New button, and create a new capacity rule.
- Click an existing capacity rule in the Capacity Rules panel.
- In the Media Types section, click the New button to add media types to the capacity rule.
A new panel opens to the right.
- In the new panel, click the Media Type drop-down menu to select a media type. A new section called
Conditions displays.
- Set the conditions for the media type.
- Click the Save button.
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 the Voice exceeds 1 button 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).
To add an and condition, perform the following steps:
- In the Conditions drop-down menu, click the and button. A new panel opens to the right that
allows you to add a condition.
- Click the Media Type drop-down menu, and select a media type.
- Enter a value in the Maximum Capacity field.
- Click the OK button to add the condition.
To add an or condition, perform the following steps:
- In the Conditions drop-down menu, click the or button. A new panel opens to the right that
allows you to add a condition.
- Click the Media Type drop-down menu, and select a media type.
- Enter a value in the Maximum Capacity field.
- Click the OK button to add the condition.