With Channel Exclusivity, an agent is exclusive on one channel while active on that channel. When the agent finishes all contacts on that channel, the agent is available for any channel and becomes exclusive on the next channel the agent works on.
With Channel Exclusivity, an agent can be interrupted by another contact from the same channel only. Additional channels can be selected on any of the rows to enable further Interruptibility for the agent.
Note:
Regardless of whether Channel Exclusivity is enabled, when an agent activates and starts work, the order in which the configured channels go ready cannot be determined. The requests to login to different channel providers are sent in parallel, and the order of the responses cannot be predetermined.
Work Assignment receives the channel states in the order in which the responses are received. After a channel is available, Work Assignment immediately executes a match if there is a contact waiting on that channel regardless of its priority relative to other channel contacts. It does this by design as it does not know if any other channels are available for that agent at that time.
