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Published Option
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether URS uses a double selection mechanism, applying a custom statistic when agents have the same score to select the target agent for an interaction.
If the Predictive Routing routing solution is configured to use the agent hold-out feature (the [default-predictor].use-setreadycondition option is set to true) and the use-double-selection option is set to false, when two or more agents are in ready state and have the same score for an interaction, the target agent for an interaction is selected at random. If the use-double-selection option is set to true, URS selects a target agent from a group of agents with equal scores based on a predefined statistic. This is a statistic passed as an argument to the SelectDN function by the routing strategy or one defined in an IRD routing block.
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