transition time: Configuration Parameter for Routing

“transition_time” is the important configuration parameter for Genesys routing solution. It defines the minimum time URS waits between routing the interaction to the agent. This option avoids routing multiple interactions to the same agent.

For example, transition_time is configured as 10 seconds.

  • Agent (agent1) logged in and made available by 10:00:00 AM
  • At 10:05:00, URS receives the interaction and routes the call to the Agent(agent1)
  • At the same time, URS receives another interaction and searching for the target
  • Till the transition time expires i.e) 10:05:10, URS will not consider the Agent (agent1) is available for the interaction