Progressive blending reserved agents - time tolerance?

Genesys Cloud Routing
1

Hi,

Is it possible that this option it will only work for agents who are in ready status for longer than eg. 5 sek?

we have outbound campaign settings:

agent-assignment-priority = 1
inbound-agent-assignment-priority = 3
progressive_blending_reserved_agents = 4
progressive_blending_reserved_status = ready

during a large queue of IN connections there are situations where there are more than 4 agents on avail but it last max 5 sek. the agents are then assigned to OUT connections and yet they should go to IN.

thank you in advance for all your help

2

??? No
Blending just reserves a set of agents for Inbound inside an Outbound Campaign, as you marked, for Ready.
Delaying the agent selection doesn’t help your inbound traffic.
Your assignment options are related to URS selection

What you need to see is in URS logs why those agents are not being considered. Is the IN and OUT queues configured as Origination DN for the Outbound Agent Group?
What does OCS logs show?