ResourceState events show whether a resource is in the logged in state or the resource is available to process work. Currently, with Call Center Elite, a resource can handle only one item of work. Therefore, Work Assignment can conclude that the corresponding account is unavailable if work is in progress. However, with Multiplicity, a resource can handle many work items.

Using the Multiplicity feature, you can simultaneously assign multiple requests from the same channel to one resource. You can configure Multiplicity for non-voice channels. For example, Email and Chat. A multiplicity of 2 for Chat specifies that the resource can simultaneously handle up to two Chat assignments. You can specify Multiplicity as a property of resource accounts.

A resource can have multiple accounts. You can specify Multiplicity for each account and not only for a resource. Multiplicity rules are not applicable to a service, a channel, or resources that are in the Always Available state. Work Assignment considers availability and multiplicity of an account before assigning work to the account.