CHANNELGROUP
The CHANNELGROUP database table lets you define, for each channel, how many interactions the Worklist Engine can push to agents to work on at one time.
As well as specifying a maximum for each channel individually, you can create channel groups. The easiest way to explain this is with an example. Take this table:
| CHANNELGROUP_COD | WORKZONE_ID | CHANNEL | MAXNUM |
|---|---|---|---|
| CHAT | 1 | CHAT | 3 |
| EMAILTASK | 1 | 1 | |
| EMAILTASK | 1 | TASK | 1 |
| OUTBOUND | 1 | OUTBOUND | 1 |
With the above settings, an agent on workzone 1 could be passed:
3 chats + ( 1 email or 1 task ) + 1 outbound record
Here’s a description of each of the fields of the table.
| Field | Description |
|---|---|
| CHANNELGROUP_COD | A name for a grouping of channels. |
| WORKZONE_ID |
Defines the ID of the workzone to which this row relates. You can add records for workzone 0. If no channel groups are found for the workzone that the agent is logged in to, Syntelate XA will check for records with a WORKZONE_ID of 0. |
| CHANNEL |
Identifies the type of interaction record:
Matches the LKTL_WLMTYPE of the record type in the INTERACTION_X table. |
| MAXNUM |
The maximum number of interactions that agents can handle at one time for this channel. For INBOUND and OUTBOUND, this must be 1. |