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setreadycondition-agent-timeout

Section: default
Default Value: 0 (seconds)
Valid Values: Any positive integer
Changes Take Effect: On the next interaction


Warning: If you need to change the value of this option, contact Customer Care to ensure that the value you specify is compatible with your environment.

Defines a timeout value for the maximum allowed idle time for a low-scoring agent. When this timeout value is reached, an agent who has been in ready state for longer than the setreadycondition-agent-timeout period is selected for next call irrespective of that agent score compared to the threshold value.

gpm-update-status-on-last-attempt

Section: default
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next interaction


When set to false, the GPR result obtained in each routing attempt will be reported in the score log and user event. This indicates the routing integration in environments where the clear targets are enabled between routing attempts.

When set to true, the GPR result will be reported only after a target is selected and the gpmResult/gpmMessage is overridden to report results correctly. This indicates that the routing integration in environments where the clear targets are disabled between routing attempts.

Important

If an agent is selected without any GPR scores and the last scoring request was successful, the gpmResult is set to 10. If the agent is selected with a GPR score, the gpmResult is set to 1 regardless of the result of the final attempt.

9.0.020.00

Predictive Routing - URS Strategy Subroutines Release Notes


Predictive Routing - URS Strategy Subroutines is part of 9.x starting in 9.0.006.00.
Release Date Release Type Restrictions AIX Linux Mac Solaris Windows
02/10/22 General Under Shipping Control X


Helpful Links


What's New

This release contains the following new features and enhancements:

  • A new configuration option, gpm-update-status-on-last-attempt checks the routing integration in environments where the clear targets are enabled between routing attempts and reports a correct gpmResult value. (PRR-7354)
  • A new configuration option, setreadycondition-agent-timeout defines the maximum allowed agent idle time after which the agent will be selected for the next call irrespective of that agent score compared to the threshold value. (PRR-7332)


Resolved Issues

This release contains the following resolved issues.

  • The formula for calculating the 90-10 split has been adjusted to cover all hours of the day at least once in 10 days. earlier, this formula covered only the odd or even hours of a day based on the timezone. (PRR-7238)


Upgrade Notes

No special procedure is required to upgrade to release 9.0.020.00.

This page was last edited on February 10, 2022, at 05:55.
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