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Topics#Customer ServicePadmesh Soni's Question
Padmesh Soni asked in #Customer Service
Mar 17, 2020, 11:56 AM

Omni Channel routing restriction on Case and Chats

I want to setup Chat and Case omni channel with presence configuration of 2 capacity. Routing Configuration for Chat and Case with 1 unit of capacity on each. Use case is if an agent is available the he can take 1 case and 1 chat at single time, if he has 1 chat in his bucket already then he will not be able to accept chat at same time and same in time of Cases. But I haven't seen any option in setup to restrict agent on work item on type (Case/Chat).

 

Is there anything which I can configure or any customisation suggestion?
5 answers
  1. Ines Garcia (get: Agile)
    Mar 17, 2020, 12:40 PM
    Hi Padmesh,

     

    Not by work item, you can for example give certain cases more weight so only 1 can be consumed at once, like chat 1 and case cost 2, out of capacity of 2?

     

    or have a specific online status for either channel?

     

    doesnt wuite fit the bill but there few ideas to play with
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