pacing Section
algorithm
Default Value: SUPER_PROGRESSIVE
Valid Values: SUPER_PROGRESSIVE, SUPER_PROGRESSIVE_DUAL, PREDICTIVE_B, PREDICTIVE_B_DUAL
Changes Take Effect: After server restart
This option is mandatory.
Specifies which type of pacing algorithm should be used by the system.
chatGroups
Default Value:
Valid Values: Comma-separated list of group names. Each item should be the valid name of an Agent Group in the Genesys Configuration Layer. For example: Chat Group 1,Chat Group 2.
Changes Take Effect: After start/restart
This option is mandatory.
Specifies a list of groups used by the pacing algorithm for predictions on the chat channel.
interactionMinProcessingTime
Default Value: 20
Valid Values: An integer from 5 to 60
Changes Take Effect: After server restart
Specifies the minimum number of seconds during which an interaction should be alive in order to participate in the calculation of inbound reactive traffic.
This option allows the Web Engagement server to prevent the corruption of results provided by dual pacing algorithms in the presence of low-volume malicious traffic (where visitors continually start chat interactions and then immediately close them without delivering them to an agent).
optimizationGoal
Default Value: 3
Valid Values: An integer from 0 to 100
Changes Take Effect: After server restart
Specifies the percentage goal for the optimization target; the value you set for this option depends on the value you set for the optimizationTarget option. For example: No more than 3% of Abandoned interactions, or no less than a 75% Busy factor for the agents.
optimizationTarget
Default Value:
Valid Values: ABANDONMENT_RATE or BUSY_FACTOR
Changes Take Effect: After server restart
This option is mandatory.
Specifies the optimization target for the pacing algorithm.
proactiveRatio
Default Value: 100
Valid Values: An integer from 0 to 100
Changes Take Effect: After server restart
Specifies the minimum percentage of agent resources that are reserved to handle proactive interactions. If 0 is specified, no resources are specifically allocated to handle proactive interactions (note that proactive traffic is still allowed). If 100 is specified, all resources are allocated to handle proactive interactions and no reactive interactions are allowed.
refreshPeriod
Default Value: 2
Valid Values: An integer from 1 to 5
Changes Take Effect: After server restart
Specifies, in seconds, the frequency of predictions produced by the pacing algorithm.
voiceGroups
Default Value:
Valid Values: Comma-separated list of group names. Each item must be the valid name of an Agent Group in the Genesys Configuration Layer.
Changes Take Effect: After server restart
Specifies a comma-separated list of groups used by the pacing algorithm for predictions on the webcallback channel.
Note: By default, Web Engagement 8.5 (as opposed to GWE 8.1.2) does not provision the value of the voiceGroups option. You must fill in this value manually if you want to use the webcallback channel.
For example: Webcallback Group 1,Webcallback Group 2.