Does anybody know is it possible to get more than 1 current activity per IPTA agent? Seems EIM "Mail user max load" setting makes no effect on IPTA agents. May be there are some ICM or ICM script settings to accomplish this?
PS. IPTA agents are also handling voice calls.
I have not upgraded this particular customer who has EIM to 4.3 yet, still on 4.2(5) with ES5 - but I have had no trouble at all with agents having a number of concurrent tasks - in the US, we have that set to 20. We only use integrated queues (IPTA Skill Groups).
There is no setting in ICM for this - it inherits it from EIM.
The setting we use is on the Queue in EIM - max concurrent tasks. Once you set it for a given agent on 1 queue it applies to all queues.
Try that setting. I don't know the one you refer to.