Predictive Route DataCfg:default-predictor:default-agent-score

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Published Option

default-agent-score

Default Value: 0
Valid Values: max, median, global, min, 0
Changes Take Effect: On the next interaction

The option specifies the value the ScoreIdealAgent and isAgentScoreGood subroutines should use as the agent score for an interaction for those agents who belong to the target Agent Group but that GPR did not score. For example, an agent might be logged out, or in another status configured as unavailable, until after the scoring request it sent. If such an agent then becomes available before the interaction is routed, GPR assigns that agent the default score.

If an agent is assigned a score of 0, the agent is unlikely to receive an interaction from the queue.

Important: This option functions differently depending on the release of URS Strategy Subroutines you have deployed:

• In release 9.0.015.00 and higher, gpmAgentScore records the default score assigned to agents GPR did not score. The ScoreIdealAgent subroutine uses this value to sort the scores and the isAgentScoreGood subroutine compares it against any threshold you have configured to determine whether the agent is acceptable.
• In release 9.0.014.04 and lower, the gpmAgentScore user data KVP always contains the value 0 for unscored agents. The score specified in this option is used only when URS is sorting the agents in the target group according to their scores.

Valid values:

• max - Use the maximum score calculated for an agent in the target agent group.
• median - Use the median score calculated for the target agent group.
• global - Use the average global score for the agents in the target group.
• min - Use the minimum score calculated for an agent in the target agent group.
• 0 - Use the value 0 as the score.

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