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_request_time_bucket

Section: Scheduled Call
Default Value: 5
Valid Values: 5,10,15,20,30,60,120
Changes Take Effect: Immediately
Modified: 8.5.202.03

Period of time during which GMS attempts to schedule a specific amount of requests. By default, the time buckets are 5 minutes and the max_request_by_time_bucket option is set to 100; as a result, a maximum of 100 scheduled requests can be done in the given 5 minutes bucket.

Starting in 8.5.202.03, the following values are valid for this option: 5,10,15,20,30,60,120.

Important
Applicable if the _max_request_by_time_bucket option is set.

Capacity API

The Capacity Service enables you to define the number of scheduled callbacks that are allowed for Callback for a given time slot in the week. Then, your Callback service refers to your Capacity service and to your Office Hours service to adjust the agent availability and the number of scheduled callbacks.

You can define exceptions for dates where less or more agents are available, and you can define as many Capacity services that you need to match your Callback services. This way, you can address the agent workload according to the real resources that are available.

Important
The Capacity applies to each individual _request_time_bucket time slot defined in the GMS configuration.

For example, if _request_time_bucket=5 (for 5 minutes), then configuring capacity=10 means that during a given hour, it is possible to create 10 callbacks for each of the 5 minutes slots, therefore 120 callbacks for the full hour.

Configuration

Here is an example of GMS configuration:

[service.Capacity]
_capacity=[Mon, Tue, Wed, Thu, Fri, Sat, Sun]
_capacity_1={"1":{"0000":1,"0100":3}}
_capacity_2={"2":{"0100":3}}
_capacity_3={"3":{"1000":6,"1100":6,"1200":6,"1300":6,"1400":6,"1500":6,"1600":6,"1700":6,"1800":6,"1900":6,"2000":6,"2100":6,"2200":6,"2300":6,"0000":6,"0100":6,"0200":6,"0300":6,"0400":6,"0500":6,"0600":6,"0700":6,"0800":6,"0900":6}}
_capacity_4={"4":{"1100":3,"0100":3}}
_capacity_5={"5":{"0100":3}}
_capacity_6={"6":{"0100":3}}
_capacity_7={"7":{"0000":1,"0100":3}}
_capacity_add={}
_service=capacity
_timezone=UTC
_type=builtin
Important
You can also configure a capacity service in the Service Management UI.


API

When you add a capacity service through the Configured Services interface, you can access the capacity service by its execution name and retrieve content through the API.

In order to find the available capacity, the query provides a date and time range. The response object provides a list of time periods and available capacity for each period. Here is a list of input parameters:

GET /genesys/1/service/{capacity-execution-name}?start=<date and time>&end=<date and time>&timezone=<timezone>
Name Description Required
start yes Start date and time in ISO-8601 format without a timezone component; for example: 2015-03-17T09:15:00.000
end yes End date and time in ISO-8601 format without a timezone component; for example: 2015-03-17T12:45:00.000
timezone yes Timezone used for "start" and "end" parameters; for example: America/Los_Angeles

For example, the following request will provide the following results:

GET /genesys/1/service/Capacity?start=2016-10-05T15:00:00.000Z HTTP/1.1
> Host: 127.0.0.1:8080
> User-Agent: curl/7.50.3
> Accept: */*
>
< HTTP/1.1 200 OK
< Set-Cookie: JSESSIONID=1opza084c3vszo631xnrtqw38;Path=/genesys;HttpOnly
< Expires: Thu, 01 Jan 1970 00:00:00 GMT
< Content-Type: application/json;charset=UTF-8
< Transfer-Encoding: chunked
<
{
  "error": null,
  "slots": [
    {
      "utcTime": "2016-10-05T15:00:00.000Z",
      "localTime": "2016-10-05T15:00:00.000Z",
      "durationMin": 540,
      "capacity": 6
    },
    {
      "utcTime": "2016-10-06T01:00:00.000Z",
      "localTime": "2016-10-06T01:00:00.000Z",
      "durationMin": 60,
      "capacity": 3
    },
    {
      "utcTime": "2016-10-06T11:00:00.000Z",
      "localTime": "2016-10-06T11:00:00.000Z",
      "durationMin": 60,
      "capacity": 3
    }
  ],
  "timezone": "UTC"
}

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This page was last modified on 18 September 2018, at 07:13.