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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: WilanPL on July 09, 2019, 04:03:53 PM

Title: Progressive blending reserved agents - time tolerance?
Post by: WilanPL on July 09, 2019, 04:03:53 PM

Hi,

Is it possible that this option it will only work for agents who are in ready status for longer than eg. 5 sek?

we have outbound campaign settings:

agent-assignment-priority = 1
inbound-agent-assignment-priority = 3
progressive_blending_reserved_agents = 4
progressive_blending_reserved_status = ready


during a large queue of IN connections there are situations where there are more than 4 agents on avail but it last max 5 sek. the agents are then assigned to OUT connections and yet they should go to IN.

thank you in advance for all your help

Title: Re: Progressive blending reserved agents - time tolerance?
Post by: cavagnaro on July 09, 2019, 05:03:18 PM

???  No
Blending just reserves a set of agents for Inbound inside an Outbound Campaign, as you marked, for Ready.
Delaying the agent selection doesn't help your inbound traffic.
Your assignment options are related to URS selection


What you need to see is in URS logs why those agents are not being considered. Is the IN and OUT queues configured as Origination DN for the Outbound Agent Group?
What does OCS logs show?