Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Hishamp on July 12, 2010, 01:12:27 PM

Title: Router default settings
Post by: Hishamp on July 12, 2010, 01:12:27 PM

Hi , if you have a strategy and you targeting agents based on there skill levels and when the agents all have the same skill level who does router target by default if all agents are ready .

Thanks in advance for your assistance

Title: Re: Router default settings
Post by: BenTaylor on July 13, 2010, 12:42:14 PM

If you don't specify a statistic it will select an agent at random.

You'll see something like this in the URS log:

SELECT ANY by statistic <NONE> (random)

Title: Re: Router default settings
Post by: René on July 13, 2010, 01:43:04 PM

Hishamp,

In most cases URS will use the StatAgentLoading (StatAgentLoadingMedia) statistics. You can find detailed description of how URS handles this and definition of the statistic(s) in the Universal Server 7.6 Reference Guide.

R.

Title: Re: Router default settings
Post by: Pranpong.S on July 19, 2010, 10:42:38 AM

Here is purpose of StatAgentLoading :
[b]StatAgentLoading[/b] is used to select agents within a group based on current agent loading, which is calculated as a vector of three values: [b]number of available DNs[/b], [b]time in Ready state[/b] (the same value as StatTimeInReadyState provides), and a [b]random number[/b].
So the URS will follow the algorithm as follows:
It evaluates the number of busy DNs and select the agent with the highest number of available DNs (if StatSelectMax is used)
If the number of busy DNs is equal amongst these agents, URS evaluates the second value in the vector, (which is the equivalent of StatTimeInReadyState) and selects the agent with the longest time in ready state (if StatSelectMax is used)
In the event that both of the above are equal amongst the agents, the URS will select an agent at random.
If StatSelectMin was to be used, then the result would be unusual (and most likely undesirable) behavior. In this instance the agent selected would be either one with the least number of available DNs, or if the number of available DNs was equal, the agent with the shortest waiting time.