Backend Server service:pacing

pacing.connector.algorithm

• Default Value: progressive
• Valid Values: progressive
• Changes take effect: When the application is started or restarted.
• Description: Defines the optimization model. Currently, progressive is the only supported model.

pacing.connector.chatGroup

• Default Value: Web Engagement Chat
• Valid Values: One or more chat group names. You must separate multiple groups with a semi-colon (;). For example, Chat Group 1;Chat Group 2.
• Changes take effect: When the application is started or restarted.
• Description: Defines the agent group managing chat engagements.
  Note: Any agent that participates in the Web Engagement project should belong to one (exactly) of the groups defined for the pacing algorithm (chatGroup or voiceGroup). If an agent belongs to more than one group, the pacing algorithm will produce incorrect results.

Important

Leading or trailing spaces are considered part of the group name. For example, My Group 1; My Group 2 and My Group 1;My Group 2 are different sets because the first set has a space after the semi-colon.

pacing.connector.optimizationGoal

• Default Value: 3
• Valid Values: A positive integer between 1 and 99.
• Changes take effect: When the application is started or restarted.
• Description: Defines the goal percent for the specified optimization target. Recommendations are the following:
  • ABANDONEMENT_RATE: Set optimizationGoal from 3 to 5;
  • BUSY_FACTOR: Set optimizationGoal from 70 to 85.

pacing.connector.optimizationTarget

• Default Value: ABANDONEMENT_RATE
• Valid Values: ABANDONEMENT_RATE, BUSY_FACTOR
• Changes take effect: When the application is started or restarted.
• Description: Defines the optimization type for the agent targets. ABANDONEMENT_RATE is the ratio of abandoned calls among the total number of calls transferred to the queue, while BUSY_FACTOR is the agent occupancy. This option is associated with the optimizationGoal option, which defines the percentage to use for the current optimization target. Recommendations for optimizationGoal are the following:
  • ABANDONEMENT_RATE: Set optimizationGoal from 3 to 5;
  • BUSY_FACTOR: Set optimizationGoal from 70 to 85.

pacing.connector.refreshPeriod

• Default Value: 1
• Valid Values: A positive integer between 1 and 5.
• Changes take effect: When the application is started or restarted.
• Description: Defines the period, in seconds, to refresh the data retrieved from the Statistic Server. The Pacing Algorithm is executed as soon as the data are refreshed.

pacing.connector.voiceGroup

• Default Value: Web Engagement Voice
• Valid Values: One or more voice group names. You must separate multiple groups with a semi-colon (;). For example, Voice Group 1;Voice Group 2.
• Description: Defines the agent group managing voice engagements.
  Note: Any agent that participates in the Web Engagement project should belong to one (exactly) of the groups defined for the pacing algorithm (chatGroup or voiceGroup). If an agent belongs to more than one group, the pacing algorithm will produce incorrect results.

Important

Leading or trailing spaces are considered part of the group name. For example, My Group 1; My Group 2 and My Group 1;My Group 2 are different sets because the first set has a space after the semi-colon.