Author Topic: URS with WFM routing  (Read 335 times)

Offline literaln

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URS with WFM routing
« on: November 20, 2019, 06:41:38 PM »

I have a question regarding routing using WFM. In the IRD strategy, the target selection is configured to use the dynamic WFM agent groups (i.e. WFM!Call Center/test_activity).

In the URS deployment manual (page 386), it mentions that:

"Every 15 minutes, URS scans and analyzes the schedules and activities stored
in the WFM database. Based on this analysis, URS routes an interaction to an
available agent scheduled for a particular activity during this interval using the
information specified in the Workforce routing rule for the Workforce object."

Is there a way or an option that sets this value to less than 15 minutes. 15 minutes is quite a long time if a supervisor needs to add an exception type to an agent to exclude him from receiving calls since such an exception can occur at any time.

Online terry

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Re: URS with WFM routing
« Reply #1 on: November 21, 2019, 04:19:33 AM »
Probably URS option web/wfm_polling_interval.