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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: literaln on November 20, 2019, 09:41:38 AM

Title: URS with WFM routing
Post by: literaln on November 20, 2019, 09:41:38 AM

Hello.

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.

Title: Re: URS with WFM routing
Post by: terry on November 20, 2019, 07:19:33 PM

Probably URS option web/wfm_polling_interval.