Optimizer server parameters

Default frequency of staffing group updates

Server parameter: OptimizerStaffingGroupUpdateFrequencyInMinutes

Description: The Optimizer extension in Session Manager listens for changes to the workgroups, interaction types, and skill sets of agents. If any changes are made, then it waits for 30 seconds and re-builds the staffing groups.  At the same time, it sends updates back to all the ICBM users that are listening for updates.

The OptimizerStaffingGroupUpdateFrequencyInMinutes server parameter controls the number of minutes to wait between updating the Optimizer staffing groups. The default is 15 minutes, but the value can be set to anywhere between 1 to 1440 minutes.

Maximum agents per scheduling unit

Server parameter: OptimizerIgnoreMaxAgentsPerSchedulingUnit

Description: If there are more than 500 agents in one scheduling unit, we add warnings in ICBM.  If this server parameter is set to “true”, then we won’t show any of these warnings.  Note that it’s fine to have many more than 500 agents for one customer as long as they are in different scheduling units.