Agent State Connector
The following sections offer ASC-specific operations and user information.
You might also find the ASC-specific sections of the following pages helpful:
Understanding Agent Login States
When you review the fields in the Agent Profile or Dataset configuration windows, you might find a field containing numerical values indicating an agent's login state. (This field is not present if your dataset does not include it.)
The numerical values correspond to the following agent login states:
- 4 - WaitForNextCall (Ready)
- 5 - OffHook
- 6 - CallDialing
- 7 - CallRinging
- 8 - NotReadyForNextCall
- 9 - AfterCallWork
- 13 - CallOnHold
- 16 - ASM_Engaged
- 17 - ASM_Outbound
- 18 - CallUnknown
- 19 - CallConsult
- 20 - CallInternal
- 21 - CallOutbound
- 22 - CallInbound
- 23 - LoggedOut
Guidelines for Configuration Options Values
The agents-batch-size option defines the number of agent configuration profiles submitted to the Predictive Routing web application during ASC startup. A higher number improves startup timing, however setting this option too high leads to timeouts for the API requests. Setting the value to 500 proved to be optimal in a test environment.
Setting the reset-jop-on-startup option to true tells the ASC application to send a request to clean up previously-stored agent profiles in the web application database on startup. If this request fails, the old agent profiles can be manually removed from Mongo DB.
Setting the stat-srv-ws-conn option to true specifies that ASC should activate a warm-standby connection to a Stat Server primary/backup pair. With a warm-standby connection to a Stat Server pair, ASC resubscribes for agent statistics to the new primary Stat Server after a Stat Server switchover.
If the skip-groups option is set to true, ASC ignores reading of agent groups and ignores all events from Configuration Server that are connected with updating agent groups. Genesys recommends that you use this option to improve ASC initialization time if agent group names are not used to define the target groups of agents for interaction routing.
Specifies which sections of the Person configuration object Annex tab are parsed by ASC when an agent profile is uploaded to the Journey Optimization Platform (JOP). Other Annex sections are skipped. If both the include-person-annex-sections and ignore-person-annex-sections options have values specified, ASC ignores the value set for ignore-person-annex-sections and works only with the include-person-annex-sections setting.
Specifies which sections of the Person configuration object Annex tab are skipped by ASC when agent profile is uploaded to the Journey Optimization Platform. By default, the sections related to Interaction Workspace are skipped. If both the include-person-annex-sections and ignore-person-annex-sections options have values specified, ASC ignores the value set for ignore-person-annex-sections and works only with the include-person-annex-sections setting.
ASC ignores agents with employee ids that are specified in the ignore-employee-ids option. Use commas as delimiters between employee ids. For example, this option can be used to skip events for agents with a large amount of configuration data stored in the Person configuration object if interactions to these agents are not routed using Predictive Routing.
Used for reading agents and groups from Configuration Server using a multithreading approach. By default, the value is 100. The maximum value is 2000.
Specifies the thread waiting timeout used for the JOP subscription process to avoid a busy loop.
Specifies the number of retry attempts for reading agents and groups from Configuration Server, if any connection issues with Configuration Server occur. By default, the value is 1.
The timeout period observed after each agent subscription to Stat Server. Used to throttle requests for statistics subscriptions to Stat Server.