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Published Option
Default Value: no
Valid Values: yes, no
Changes Take Effect: After restart
Determines whether Stat Server treats ACW activity as interactions while the associated DN is in after-call work (ACW) status. The routability of additional, simultaneous interactions to a device is dependent on the number of interactions that currently are occurring at that device. Setting this option to yes instructs Stat Server to treat any ACW activity as an interaction for the purpose of determining capacity—synonymous to any other type of voice interaction, such as handling customer-initiated (inbound) calls, internal calls among agents, and so forth. For the purpose of reporting current activity, this treatment does not increment the count of CurrentNumber or TotalNumber statistics.
The presence of ACW on a device also affects the routability of interactions of other media types, as defined in the capacity model for your environment. For information about defining capacity rules, refer the Genesys Resource Capacity Planning Guide.
If this option is set to no, Stat Server does not consider ACW-related activities that occur at a device in its calculation of the current_number component of the capacity vector. In fact, Stat Server may allow additional, simultaneous interactions to be routed to that device per the capacity rules defined in your environment.
Draft Option
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