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Predictive Route DataCfg:default-predictor:use-setreadycondition

prr-mode

Section: default-predictor
Default Value: off
Valid Values: prod, off, ab-test-time-sliced, dry-run
Changes Take Effect: Immediately


Specifies whether an instance of Predictive Routing should run as a production instance or as a test instance.

  • prod - All the interactions that pass through the ActivatePredictiveRouting strategy subroutine are processed using Predictive Routing.
  • off - No interactions use Predictive Routing.
  • ab-test-time-sliced - The periods of time when Predictive Routing and skill-based routing are alternately turned on. The duration of each period is configured in the in the ab-test-time-slice option located in the same section as this prr-mode option.
  • dry-run - Predictive Routing scores agents for your interactions, but does not use the scores for routing.

threshold-relaxation-step

Section: default-predictor
Default Value: 1
Valid Values: (integer) 1 - <value of the max-score option>
Changes Take Effect: On the next interaction processed


Defines an increment by which, while an interaction remains queued, the minimum agent score required to match the interaction is decreased after each period defined by the value of the [default-predictor].threshold-relaxation-timeout option, following the initial period defined by the [default-predictor].initial-threshold-timeout option.

threshold-relaxation-timeout

Section: default-predictor
Default Value: 1
Valid Values: (integer) 1 - <max>
Changes Take Effect: On the next interaction processed


This option defines a timeout, in seconds, after which the minimum agent score required for matching an interaction is decreased by the amount defined by the value of the [default-predictor].threshold-relaxation-step option.

initial-threshold-timeout

Section: default-predictor
Default Value: 0
Valid Values: (integer) 0 - <max>
Changes Take Effect: On the next interaction processed


Defines a timeout, in seconds, during which the isAgentScoreGood URS callback function uses an initial minimum agent score, defined by the [default-predictor].score-base-threshold option, to match agents to an interaction. After this timeout expires, the minimum score required to allow an agent to handle the interaction is gradually decreased.


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Published Option

use-setreadycondition

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.

Draft Option

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