Time between interactions distribution on Multimedia

cavagnaro · February 5, 2015, 4:55pm

Hi guys,
I am having a customer who wishes more speed on Email interactions, by this I mean, if I for example have a queue with 10 emails on queue and 1 agent ready, time that ellapses between each email delivered to agent is exactly 10 seconds.
I tried modifying IXN options:

[agent-reservation]
reservation-time from 10000 to 5000 (Says change is inmediate) and didn’t work

[settings]
default-max-submission-rate from 10/second to 5/second (also states inmediate change) and didn’t work neither

On voice it is routed inmediatly as soon as agent is ready, therefore I discard URS options.

Any idea which value controls this?

Thanks

bandorka · February 5, 2015, 5:56pm

Did you try this: submit-timer-interval ?

cavagnaro · February 5, 2015, 7:05pm

That value is 2000 which would mean 2 seconds… Don’t think is that one

genesysnoob · February 5, 2015, 9:24pm

Could be anything on the Softphone itself? :)>

cavagnaro · February 5, 2015, 11:42pm

No, as it doesn’t depend on “SoftPhone”, IWS used here but have seen same behavior on GAD.

Kubig · February 6, 2015, 9:56am

Did you try turn-off this option “reject-subsequent-request”? Or what say logs (URS,IXN)?

n3vek7 · February 20, 2015, 2:03am

Maybe a target cleared after 10 seconds and than it hits your agent? Or is it a timeout on ESP request? Or webservices timeout ? etc..
I’d be also curious to see urs and ixn logs.. (In Kazimir(URS) or Myzamir(IXN), do you see a delay between specific events? Nothing special in URS?
Also, in URS you can have IXN Server options in the annex. Nothing there?

A couple of Ixn Server options can delay ixn submission, can you parse your cfg?