Wizard Advisory

Resource Capacity Wizard

8.0.x

Genesys Telecommunications Laboratories, Inc. © 2009–2012

Contents

About this Wizard
Known Issues


About this Wizard

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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Known Issues

This section provides the latest known issues associated with the Resource Capacity Wizard:


Due to an issue discovered in operating the Resource Capacity Wizard on the Microsoft Windows 2008 platform, Genesys recommends that you use one of the following platforms instead:

  • Microsoft Windows XP
  • Microsoft Windows 2003
  • Microsoft Windows Vista
  • Microsoft Windows 7 (new O/S support provided in 8.0.000.01 build 3)

The issue regarding the blank screen that appears while editing or viewing a capacity rule in the Capacity Rule Editor on Microsoft Windows 2008 platforms is currently under investigation. (ER# 301891071)

Found In:   8.0.000.01 Fixed In:  

One cannot create capacity rules in Configuration Server using the Korean version of Windows 2003. (ER# 82093311)

Found In:   7.1.000.00 Fixed In:  

The validation process in the Capacity Rule Editor does not check for media types that have been deleted in Configuration Server. (ER# 1021521)

Found In:   7.0.100.00 Fixed In:  

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