1. Implementing Service Center with the Classic User Experience
  2. Configure Profile Options to Prevent Work Starvation

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:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Communication Channels

    • Task: Manage Work Starvation Profile Options

  2. In the Manage Work Starvation Profile Options page, click SVC_ENABLE_STARVATION_PREVENTION.

  3. In the SVC_ ENABLE_STARVATION_PREVENTION: Profile Values region, set the Profile Value for the Site Profile Level as Yes.

  4. Click Save.

  5. Complete the following steps for the remaining four profile options in the table:

    1. Select a profile option.

    2. In the Profile Values region, select the Site Profile Level.

    3. In the Profile Value field, retain the default value or modify the value according to your company's requirement.

    4. Click Save.