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Agent Interaction Layer

This chapter covers the actual performance test results done on Agent Interaction Layer (AIL) 7.5. It presents the following topic:

AIL Performance Test Statistics

Genesys conducted tests to measure the performance of AIL when connected to the Genesys Framework. These tests used voice-only, e-mail-only, and blended scenarios. All tests used AIL 7.5 (which is built with Platform SDK libraries).

Test Environment

Table 1 details the test environment used to arrive at the recommended limits for deploying the AIL-based applications.

Important
One basis for understanding the optimized results of all the tests in this section is the use of a dedicated 1 Gigabit network in the lab environment.

Table 1:  AIL Test Environment Components

<a name="RTF350037003900380030003a00"> Table 1: AIL Test Environment Components</a>

Component

Host

Hardware

Operating System

Configuration Server 7.5

T-Server G3 7.5

Switch Simulator 6.5.300.02

Host_01

2x Xeon 3.4 GHz/cache 512 KB; 2 GB memory; dedicated 1‑Gigabit Ethernet

Microsoft Windows 2003 Server

Component

Host

Hardware

Operating System

AIL 7.5

Host_04

2x Opteron Dual Core;
2.2 GHz/cache 512 KB; 4 GB memory; dedicated 1‑Gigabit Ethernet

Microsoft Windows 2003 Server; (J2SDK), Standard Ed., 1.4.2_08

Universal Contact Server
(UCS) 7.5

Interaction Server 7.5

Host_02

2x Xeon 3.4 GHz/cache 512 KB; 2 GB memory; dedicated 1‑Gigabit Ethernet

Microsoft Windows 2003 Server

Microsoft SQL Server 2000

(UCS Database)

Host_03

Intel Xeon 3.0 GHz /cache 512 KB; 2 GB memory; dedicated 1‑Gigabit Ethernet

Microsoft Windows 2003 Server

Test Tools

The tests used the following steps according to contact center role.

Behavior of Voice Agents

Upon receiving a call, an agent:

  1. Answers the call.
  2. Waits for 10 seconds.
  3. Sets the agent’s status to NotReady.
  4. Releases the call.
  5. Waits for 2 seconds.
  6. Becomes Ready.
  7. Repeats these steps.

Behavior of E-Mail Agents

Upon receiving an e-mail, an agent:

  1. Answers the incoming e-mail.
  2. Replies with an outgoing e-mail.
  3. Waits for 10 seconds.
  4. Sets the agent’s status to NotReady.
  5. Sends the outgoing e-mail.
  6. Waits for 2 seconds.
  7. Becomes Ready.
  8. Repeats these steps.

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This page was last modified on May 23, 2017, at 15:32.