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Predictive Route DataCfg:default:use-double-selection

use-setreadycondition

Section: default-predictor
Default Value: false
Valid Values: true, false
Changes Take Effect: On the next interaction


If option is set to true, the strategy executes calls to the isAgentScoreGood subroutine, which temporarily removes low-scoring agents from consideration for routing. If option is set to false, the strategy does not execute calls to the isAgentScoreGood subroutine and, as a result, the interaction is routed to the agent with the highest availability; that is, the one who has been waiting longest for an interaction.

  • Low-scoring agents - Agents with scores for the current interaction lower than time-dependent minimum required score, which is defined by the following options: [default-predictor].initial-threshold-timeout, [default-predictor].threshold-relaxation-timeout, [default-predictor].threshold-relaxation-step.
  • Temporary - Until the agent's score for the interaction becomes higher than the time-dependent minimum required score.

Important: This option takes effect only when the [default-predictor].prr-mode option is set to prod or to ab-test-time-sliced for the same predictor.


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Published Option

use-double-selection

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.

Draft Option

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