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Use the Resource Capacity Wizard to configure capacity rules in
your contact center. Capacity rules define the set of logical expressions that specify the boundaries of a resource�s
ability to handle one or more simultaneous interactions of a given or differing media types. A resource in this context
refers to a Person object in the Configuration Layer that configured as an agent. In Configuration Server,
capacity rules are script objects of type Capacity Rule.
You need to install the Resource Capacity Wizard, provided on the
Real-Time Metrics Engine and MCR CDs, together with Configuration Manager 7.0.1, or higher, if you want to create, edit, or
apply capacity rules in your environment.
With respect to voice interactions, Genesys capacity planning enables
routing to single- or multi-DN places where an agent performs a login to each DN. In its calculation of resource capacity,
Genesys software does not consider DNs to which an agent does not log in, with two exceptions:
- The Genesys Router can route calls to voice treatment port
DNs without requiring that agent logins be simulated on these DN types.
- In a Meridian/Meridian Link Symposium model, the agent must
log in to the Position DN rather than the Extension DN. The Genesys Router routes calls to the Extension DN.
Refer to the Genesys 8.0 Resource Capacity Planning Guide for
additional information.
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