Jump to: navigation, search

Configure Resource Management Console Properties

New3.png You can configure parameters for the Resource Management console (RMC) to make the application more specific to the user configuration in your enterprise.

Edit the RMCInfo.xml configuration file, found in the following directory:

Advisors\geronimo-tomcat6-minimal-2.2.1\repository\com\informiam\genesys\rmc-web\<version>\rmc-web-8.x.xxx_<version>.war\WEB-INF\classes

After you change properties in this file, restart the Advisors server on which RMC is running.

Automatic Dashboard Refresh Interval

By default, the RMC dashboard does not refresh the content automatically, however you can configure an automatic refresh. Set refreshTime to a number of seconds that is not zero (the default value). Genesys suggests a value of 60 or more. There is no benefit to setting the refresh interval to less than 60 seconds because it can take more than 45 seconds to retrieve information if a user opens the RMC dashboard to display the agents related to a level in the Contact Centers pane of a CCAdv or WA dashboard.

<param name="refreshTime" value="60" />

Users of RMC can still click the Refresh button to refresh the dashboard at any time if it is not refreshing automatically.


Procedure: Tuning the RMC Refresh Interval

Purpose: To find out how long it takes for the RMC server to respond to a typical query for data, and to tune the refresh time based on that information.

Steps

  1. Edit the geronimo-tomcat6-minimal-2.2.1\var\log\server-log4j.properties file:
    1. Set the logging category log4j.category.com.informiam.genesys.dcc to DEBUG.
    2. Save the file and wait at least one minute.
  2. Use RMC, opening its dashboard on data as you typically would in the CCAdv or WA dashboard.
  3. Examine the log to see how long it takes to process each request for agents' data.
  4. Set the refresh time to a higher value than the longest duration found.
  5. Set the logging category log4j.category.com.informiam.genesys.dcc to INFO.
  6. Restart the Geronimo server that is running RMC.

Maximum Skill Level in Dashboard

In the RMC dashboard, users with the correct Advisors permission can assign and remove agent skills, as well as change the skill level of the agents’ existing skill. The dashboard presents a set of numeric skill levels, from 0 to n, where n is the maximum that can be assigned.

The default maximum skill level is 10. You can change it by setting maxSkillLevel to a different value. To set it to 5, for example:

<param name="maxSkillLevel" value="5" />

Number of Concurrent Users of RMC (8.5.101 Only)

The default value of the expectedNumberConcurrentUsers property is 10, which you can leave unchanged if you have 10 or fewer users using RMC simultaneously.

If you typically have more than 10 people using RMC simultaneously, the value you specify for the expectedNumberConcurrentUsers property should more accurately reflect the maximum number. If the value you use for the expectedNumberConcurrentUsers property is too small in relation to the number of people simultaneously using RMC, then RMC might become slow to respond as more and more users open RMC.

Change the number of concurrent RMC users by setting expectedNumberConcurrentUsers to a different value. For example, to set it to 20:

<param name="expectedNumberConcurrentUsers" value="20" />

Other RMC Properties

For details on the other properties in RMCInfo.xml, see Deploying SDS and RMC.

This page was last modified on March 23, 2017, at 12:54.

Feedback

Comment on this article:

blog comments powered by Disqus