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pacing Section

algorithm

Description: Specifies which type of pacing algorithm will be used by the system.
Valid Values: SUPER_PROGRESSIVE, SUPER_PROGRESSIVE_DUAL, PREDICTIVE_B, PREDICTIVE_B_DUAL
Mandatory: Yes
Changes Take Effect: After server restart

chatGroups

Description: Specifies a list of groups used by the pacing algorithm for predictions on the chat channel.
Valid Values: Comma-separated list of group names. Each item should be the valid name of an Agent Group in the Genesys Configuration Layer. For example: Chat Group 1,Chat Group 2.
Mandatory: Yes
Changes Take Effect: After server restart

interactionMinProcessingTime

Description: Specifies the minimum number of seconds during which an interaction should be alive in order to participate in the calculation of inbound reactive traffic.
This option allows the Web Engagement server to prevent the corruption of results provided by dual pacing algorithms in the presence of low-volume malicious traffic (where visitors continually start chat interactions and then immediately close them without delivering them to an agent).
Default Value: 20
Valid Values: integer from 5 to 60
Mandatory: No
Changes Take Effect: After server restart

optimizationGoal

Description: Specifies the percentage goal for the optimization target; the value you set for this option depends on the value you set for the optimizationTarget option.
For example: No more than 3% of Abandoned interactions or no less than a 75% Busy factor for the agents.
Default Value: 3
Valid Values: integer from 0 to 100
Mandatory: No
Changes Take Effect: After server restart

optimizationTarget

Description: Specifies the optimization target for the pacing algorithm.
Valid Values: ABANDONMENT_RATE or BUSY_FACTOR
Mandatory: Yes
Changes Take Effect: After server restart

proactiveRatio

Description: Specifies the minimum percentage of agent resources that are reserved to handle proactive interactions. If 0 is specified, no resources are specifically allocated to handle proactive interactions (note that proactive traffic is still allowed). If 100 is specified, all resources are allocated to handle proactive interactions and no reactive interactions are allowed.
Default Value: 100
Valid Values: integer from 0 to 100
Mandatory: No
Changes Take Effect: After server restart

refreshPeriod

Description: Specifies, in seconds, the frequency of predictions produced by the pacing algorithm.
Default Value: 2
Valid Values: integer from 1 to 5
Mandatory: No
Changes Take Effect: After server restart

voiceGroups

Description: Specifies a comma-separated list of groups used by the pacing algorithm for predictions on the webcallback channel.

Note: By default, Web Engagement 8.5 (as opposed to GWE 8.1.2) does not provision the value of the voiceGroups option. You must fill in this value manually if you want to use the webcallback channel.

For example: Webcallback Group 1,Webcallback Group 2.
Valid Values: Comma-separated list of group names. Each item should be the valid name of an Agent Group in the Genesys Configuration Layer.
Mandatory: No
Changes Take Effect: After server restart

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This page was last modified on 23 November 2015, at 18:45.