/AWS1/CL_CNTMEDIACONCURRENCY¶
Contains information about which channels are supported, and how many contacts an agent can have on a channel simultaneously.
CONSTRUCTOR¶
IMPORTING¶
Required arguments:¶
iv_channel TYPE /AWS1/CNTCHANNEL /AWS1/CNTCHANNEL¶
The channels that agents can handle in the Contact Control Panel (CCP).
Optional arguments:¶
iv_concurrency TYPE /AWS1/CNTCONCURRENCY /AWS1/CNTCONCURRENCY¶
The number of contacts an agent can have on a channel simultaneously.
Valid Range for
VOICE: Minimum value of 1. Maximum value of 1.Valid Range for
CHAT: Minimum value of 1. Maximum value of 10.Valid Range for
TASK: Minimum value of 1. Maximum value of 10.
io_crosschannelbehavior TYPE REF TO /AWS1/CL_CNTCROSSCHANNELBEHAV /AWS1/CL_CNTCROSSCHANNELBEHAV¶
Defines the cross-channel routing behavior for each channel that is enabled for this Routing Profile. For example, this allows you to offer an agent a different contact from another channel when they are currently working with a contact from a Voice channel.
it_workloadtypeconcurrencies TYPE /AWS1/CL_CNTWORKLOADTYPECONCR=>TT_WORKLOADTYPECONCURRENCIES TT_WORKLOADTYPECONCURRENCIES¶
Defines the list of workload type concurrency configurations for a channel. When provided, enables granular concurrency control based on workload type values.
Queryable Attributes¶
Channel¶
The channels that agents can handle in the Contact Control Panel (CCP).
Accessible with the following methods¶
| Method | Description |
|---|---|
GET_CHANNEL() |
Getter for CHANNEL, with configurable default |
ASK_CHANNEL() |
Getter for CHANNEL w/ exceptions if field has no value |
HAS_CHANNEL() |
Determine if CHANNEL has a value |
Concurrency¶
The number of contacts an agent can have on a channel simultaneously.
Valid Range for
VOICE: Minimum value of 1. Maximum value of 1.Valid Range for
CHAT: Minimum value of 1. Maximum value of 10.Valid Range for
TASK: Minimum value of 1. Maximum value of 10.
Accessible with the following methods¶
| Method | Description |
|---|---|
GET_CONCURRENCY() |
Getter for CONCURRENCY, with configurable default |
ASK_CONCURRENCY() |
Getter for CONCURRENCY w/ exceptions if field has no value |
HAS_CONCURRENCY() |
Determine if CONCURRENCY has a value |
CrossChannelBehavior¶
Defines the cross-channel routing behavior for each channel that is enabled for this Routing Profile. For example, this allows you to offer an agent a different contact from another channel when they are currently working with a contact from a Voice channel.
Accessible with the following methods¶
| Method | Description |
|---|---|
GET_CROSSCHANNELBEHAVIOR() |
Getter for CROSSCHANNELBEHAVIOR |
WorkloadTypeConcurrencies¶
Defines the list of workload type concurrency configurations for a channel. When provided, enables granular concurrency control based on workload type values.
Accessible with the following methods¶
| Method | Description |
|---|---|
GET_WKLDTYPECONCURRENCIES() |
Getter for WORKLOADTYPECONCURRENCIES, with configurable defa |
ASK_WKLDTYPECONCURRENCIES() |
Getter for WORKLOADTYPECONCURRENCIES w/ exceptions if field |
HAS_WKLDTYPECONCURRENCIES() |
Determine if WORKLOADTYPECONCURRENCIES has a value |
Public Local Types In This Class¶
Internal table types, representing arrays and maps of this class, are defined as local types:
TT_MEDIACONCURRENCIES¶
TYPES TT_MEDIACONCURRENCIES TYPE STANDARD TABLE OF REF TO /AWS1/CL_CNTMEDIACONCURRENCY WITH DEFAULT KEY
.