Configure Profile Options to Prevent Work Starvation
To prevent starvation of work requests having a lower priority, you must configure profile options.
The following table shows the profile options to configure for preventing work starvation.
Profile Options |
Description |
---|---|
SVC_ENABLE_STARVATION_PREVENTION |
Enable prevention of work starvation to avoid work requests having a lower priority from being ignored while assigning work items to an agent. The default value is No. |
SVC_STARVATION_PREVENTION_NRT_INTERVAL |
Specify the number of minutes after which the priority of an unassigned, non-real-time work request is increased for assigning to an agent. The default value is 180 minutes. Note: You must specify a value greater than the average
handle time for a non-real-time work request in your company. For
more information, see "Set a Profile Value Greater Than the Average
Handle Time".
|
SVC_STARVATION_PREVENTION_NRT_STEP |
Specify the step size to increase the priority of a non-real-time work request. The default value is 1. |
SVC_STARVATION_PREVENTION_RT_INTERVAL |
Specify the number of seconds after which the priority of an unassigned, real-time work request is increased for assigning to an agent. The default value is 30 seconds. Note: You must specify a value greater than the average
handle time for a real-time work request in your company. For more
information, see "Set a Profile Value Greater Than the Average Handle
Time".
|
SVC_STARVATION_PREVENTION_RT_STEP |
Specify the step size to increase the priority of a real-time work request. The default value is 1. |
To configure the profile options for preventing starvation of work requests having a lower priority:
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In the Setup and Maintenance work area, go to the following:
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Offering: Service
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Functional Area: Communication Channels
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Task: Manage Work Starvation Profile Options
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In the Manage Work Starvation Profile Options page, click SVC_ENABLE_STARVATION_PREVENTION.
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In the SVC_ ENABLE_STARVATION_PREVENTION: Profile Values region, set the Profile Value for the Site Profile Level as Yes.
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Click Save.
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Complete the following steps for the remaining four profile options in the table:
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Select a profile option.
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In the Profile Values region, select the Site Profile Level.
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In the Profile Value field, retain the default value or modify the value according to your company's requirement.
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Click Save.
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