Capacity Rule

The set of logical expressions that specify the boundaries of a resource’s ability to handle one interaction or more than one simultaneous interaction of distinct media types.

In Premier Edition Cloud, Capacity Rules determine which types and the number of interactions (voice, chat, or email) an agent can handle. Agents are limited to a specific amount of interactions per channel type. Depending on the types of media channels assigned, an agent (resource) can handle one or more interactions using the different channel types (Voice, Chat, or Email).

For More Information Genesys 8.1 Resource Capacity Planning Guide In the Stat Server 8.1.2 Resource Capacity Planning Guide Statistic Block In the Designer pre-release Genesys Designer Help Statistic Block In the Designer restricted Genesys Designer Help Supervisor: How do I Handle Calls? In the Premier Edition Cloud Current VCC Dashboard Help Supervisor: How do I Handle Calls? In the Premier Edition Cloud Current2 VCC Dashboard Help Statistic Block In the Designer closed Genesys Designer Help

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